Client Solutions & Support Coordinator- Full Time (Remote)

Contributor Development Partnership, PBC • Remote (Boston, Massachusetts, United States) • $22.45 - $23.92 / hour • 19h ago

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

Position Overview

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.

Key Responsibilities:

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, fast-paced environments, managing multiple tasks and collaborating with cross-functional teams

Educational Requirements 

Bachelor’s Degree or equivalent work experience preferred. Recent grads are encouraged to apply.

Commitment to Inclusion

We strongly encourage individuals from historically marginalized and underrepresented groups to apply, even if you don’t meet every qualification. We value diverse perspectives, lived experiences, and commitment to public service. All CDP people have unique talents and experiences that create our company culture where we can all thrive and bring our whole selves to work each day. Successful candidates will identify easily with a set of character attributes, as listed below:

•    DEI mindset:  You embrace and demonstrate a diversity and inclusion mindset and role model these behaviors for the organization. 

•    A Communicator: You possess strong communication skills and have great customer service skills; you like people and want to help. 

•    A Critical Thinker: You regularly look for ways to find efficiencies, innovate, and make improvements where you can. 

•    Process Oriented: You’re able to understand, work in, create, and improve processes. 

•    A Collaborator: You’re a team player willing to help where needed; a relationship builder whose can-do attitude inspires others; you actively share your job knowledge with team members. 

•    Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly; you are resourceful and are open to regularly accepting and growing from feedback. 

•    Enterprising: You have proven success working in a fast-paced and changing environment; you have a strong work ethic and are excited to add value to the organization and its mission.  

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CDP is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status,  political belief, or socio-economic status.  CDP does not discriminate against individuals on the basis of those characteristics or any other characteristic protected by law.  

CDP provides reasonable accommodations for applicants with a disability in completing job application procedures. Please notify CDP Human Resources in advance so necessary arrangements can be made. If you need assistance or accommodation due to a disability, you may contact us at accomodations@cdpcommunity.org. 