Client Solutions & Support Coordinator Remote

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3 days ago Requisition

Salary Range: $22.45 To $23.92 Hourly

Client Solutions & Support Coordinator – Full Time Remote

CDP, a Boston-based public benefit corporation, uses the collaborative fundraising model to improve the operational efficiency and revenue generation capacity of the public media system. CDP currently provides more than 230 NPR and PBS public media organizations (PMO’s) with outsourced marketing, data analytics, fundraising, and technology services. These services help PMO’s raise more net income, grow their donor files faster, lower their fundraising costs, and free up development talent allowing stations to better focus on local engagement.

Since its inception, CDP has delivered more than $1 billion in membership revenue for local PMO’s participating in its services and has become the most widely adopted Public Media service in the history of public media.

Just as CDP is committed to supporting public media organizations around the country, we are equally committed to supporting each of our team in their own professional development.

For more information visit www.cdpcommunity.org

Client Solutions & Support Coordinators help to ensure exceptional client experiences throughout the support ticket lifecycle. Individuals in this role are responsible for reviewing client requests, accurately determining issues across a variety of platforms including RevolutionCRM, escalating when needed, and providing effective recommendations and solutions to facilitate prompt and thorough resolution. Coordinators work collaboratively with clients and internal teams, promoting client success and ensuring the highest standards of service.

• Build and maintain positive client experience through the entire support ticket lifecycle: review requests, determine across multiple technical platforms issues, provide recommendations and solutions for resolution.
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to Service Level Agreements (SLAs) for support tickets.
• Actively participate in weekly ticket prioritization and review meetings to ensure efficient ticket management and resolution.
• Contribute to the company-wide knowledge base by documenting common support issues and resolutions for quicker future ticket handling
• Research existing material and combine resources into cohesive and accessible documentation for both clients and internal teams
• Participate in internal stakeholder meetings and external client meetings to clarify and resolve client requests
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency
• Perform other duties and responsibilities as assigned by the Manager and/or Director

Qualifications

• Excellent customer service and support skills
• Ability to communicate clearly and professionally with clients and internal partners, even under pressure or in quickly evolving situations
• Flexible and adaptable to changing priorities and projects
• Ability to independently and collaboratively tackle general issues, identify effective solutions, and provide feedback on business requirements
• Strong technical troubleshooting skills with the ability to explain and resolve issues for clients
• Highly developed interpersonal skills; friendly, upbeat attitude and professional demeanor
• Excellent verbal and written communication skills to effectively translate technical concepts to non-technical audiences
• Proven success in dynamic,…