***Pay close attention to what is required to apply. We are asking for more than just your resume. If any of the items are missing, your application won't be reviewed.***
Hiring a Client Care Coordinator to assist the Program Manager of a rapidly growing Business Training & Seminar Company.
Women Rocking Business is a rapidly growing multi-million dollar Women’s Business Training Company committed to empowering women entrepreneurs worldwide in building financially sustainable businesses in speaking and personal development that transform the world through business. We are reaching over 500,000 women entrepreneurs from all over the globe and providing robust training programs to thousands of clients annually.
Role Description:
The Client Care Coordinator role at Women Rocking Business is pivotal in coordinating the department's functions and tasks. Primarily, it involves providing comprehensive support, communication, and organizational coordination for the Program Manager. This includes efficiently processing client care tasks and directly engaging with our clients to ensure an exceptional experience.
Moreover, this role extends its support by facilitating issue resolution and implementing necessary changes in alignment with both the client care department and company objectives.
Work Hours and Availability
- Available to work set hours between the hours of 9 AM to 1 PM Pacific, Monday through Friday, in the Pacific Time Zone.
- Expect extended hours during program launches and events:
Late Jan through Mar
Mid May event week
Late Jul through Sept
Mid Oct event week
- Enthusiastic about the opportunity to transition into a full-time role with benefits. We are looking for someone who envisions themselves excelling in this position for the next 3-5 years as part of a long-term commitment.
Primary Responsibilities
- Attend weekly one-on-one Client Care meetings with the Program Manager.
- Manage the support inbox ensuring a response and resolution within 24 hours.
- Provide effective solutions for customer complaints and ensure resolution through diligent follow-up.
- Maintain customer records and interactions on designated platforms including ClickUp, Google Workplace, Ontraport, Close, and WorldChanger.
- Handle incoming voicemails and respond to customer service inquiries promptly.
- Collaborate with the Program Manager to develop and maintain client care procedures, policies, and standards.
- Oversee Facebook group activities, such as scheduling call reminders, managing membership approvals and removals, moderating discussions, upholding community guidelines, and providing client support.
- Support events and program launches by managing Facebook groups, coordinating games, tracking and selecting winners, and ensuring prize fulfillment.
- Supervise and support the Welcome Caller team under the guidance of the Program Manager.
- Assist with tracking and onboarding new clients for Launches and Evergreen programs, manage graduation processes for year-long and short-term programs, and ensure timely re-enrollment tasks are delegated and completed.
- Offer basic technical troubleshooting support for clients and escalate complex inquiries to appropriate channels.
Success Criteria/Outcomes
- Issue Resolution: Response time for escalations, with the goal of responding within 24 hours 95% of the time, for quality resolution with at least 90% positive feedback and customer satisfaction.
- Meeting Preparation: Aim for 100% completion of the preparation for weekly meetings with the Program Manager, based on an agenda of meeting items prepared in advance, including a current update on open tasks and a forecast for upcoming ones.
- Task Completion: Ensure project prioritization and 100% task completion by agreed-upon deadlines to meet company standards.
- Professional Development: Demonstrate commitment to ongoing learning with ability to implement constructive feedback, based on performance reviews.
Important Attributes, Leadership and Teamwork
- Excellent prioritization skills; manage remote schedule efficiently
- Strong communication and interpersonal skills
- Self-motivated and strong self-starter; pro-actively takes initiative
- Takes ownership of issues and resolves situations when a problem arises
- Must be honest, authentic, candid, and forthcoming
Cultural Behaviors
- Participate in monthly Big Vision Huddles for updates on strategic goals and strengthen team connection.
- Show strong team playing, coordination, and collaboration.
- Attend and actively engage in company events.
- Prioritize acknowledgments and appreciation by always putting recognition and gratitude for team members and clients first.
- Take ownership of outcomes by being responsible for results in your designated role areas.
- Approach all tasks with a high level of organization and completion.
- View errors as opportunities for learning and accept them as part of the path to success.
Skills, Experience and Education
- At least one year in a customer service role, with skills in conflict resolution and maintaining positive client relationships.
- High school diploma or equivalent; a college degree in business, communications, psychology, or related fields is beneficial.
- Clear and effective communication, both written and verbal, with a professional demeanor.
- Strong organizational and time-management abilities to efficiently handle multiple tasks and clients.
- Previous experience in coordination, administrative duties, or project management.
- Demonstrated leadership and interpersonal skills from previous roles.
- Comfortable with technology; experience with Google Workspace, Zoom, ClickUp, Slack, Ontraport, and Close is highly valued.
- Background in personal and professional development, or related fields is highly advantageous, enhancing understanding of client needs.
TO APPLY
Please upload the following to Indeed: (If one or more of these is not included, your application will not be reviewed)
Your résumé
A written & video interview sharing the following:
(We’re not looking for perfection, just your thinking)
WRITTEN: How would you deal with a situation where a client's request cannot be met?
VIDEO: Please make a short 1-2 minute selfie video (don’t get caught up trying to be perfect) sharing why you would be a great candidate for the job! You can send us a Google drive link or YouTube link to your video.
Job Type: Part-time
Pay: $28.00 per hour
Expected hours: 15 – 25 per week
Schedule:
- Monday to Friday
- Weekends as needed
Work setting:
Work Location: Remote