Customer Care myQ Community - Coordinator

Chamberlain Group; Oak Brook (IL); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

401k plan

Comprehensive benefits package

Job summary

Chamberlain Group is seeking a detail-oriented Customer Care Specialist to support myQ subscription services and ensure accurate billing. The role involves using Salesforce Service Cloud to manage cases, addressing inquiries, resolving escalated issues, and collaborating across Sales Support, Customer Success, and Product Management teams.

Candidates should have a High School Diploma or GED, 2+ years in customer care, strong communication skills, and familiarity with MS Office.

Qualifications

• High School Diploma or GED required.
• 2+ years Customer Care or Customer Service experience.
• Experience with Salesforce Service Cloud.
• Strong project and time management skills.
• Strong analytical skills.
• Strong verbal and written communication skills; proficiency in Microsoft Office Suite.
• Preferred: Prior experience in myQ Community Support and Zuora.

Responsibilities

• Provide ongoing, daily support to external and internal customers on myQ subscription services.
• Utilize Salesforce to initiate and process customer cases to resolve issues within service levels.
• Identify issue trends and elevate further resolution.
• Provide ongoing support of Sales Support Coordinators, Customer Success, Outside Sales, and Product Managers.
• Provide live SME support to Customer Care on myQ -Community - invoicing & account inquiries.
• Track and analyze SME support questions by customer type; identify areas for improvement.

Skills

Customer Care

Project Management

Analytical Skills

Verbal & Written Communication

MS Office Proficiency

Education

High School Diploma or GED

Tools

Salesforce Service Cloud

Zuora

Job description

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily.

This role is within CG's Partner Engagement and Loyalty function. A successful incumbent is expected to (i) Ensure timely response for all myQ Business - email and phone inquiries and may require answering customer calls. (ii) Ensure accurate billing of all myQ Business subscriptions (iii) Track trends to provide insights on process changes that will improve overall Customer Experience.

Job Responsibilities

• Provide ongoing, daily support to external and internal customers on myQ subscription services.
• Utilize Salesforce to initiate and process customer cases to resolve issues within our service level guidelines.
• Identify issue trends and elevate further resolution.
• Provide ongoing support of our Sales Support Coordinators, Customer Success, and Outside Sales teams, and Product Managers.
• Provide live SME support to Customer Care Representatives on myQ -Community - invoicing & account inquiries.
• Track and analyze SME support questions and issues by Customer Care Representatives and Customer type; identify areas for improvement and continues education.
• Resolve escalated customer complaints from Customer Care Representatives, Customer Success Manager, Outside Sales team, and Product Managers.
• Escalated billing issues and support any troubleshooting/testing required to resolve.
• Follow-up with customers regarding the status of their open issues and credit information as needed.
• Maintain inbox workflow and respond to customers within desired service levels.
• Develop deep knowledge of customers, communities, and facilities to expand service offerings and proposals to customers Partner cross functionally to ensure long term success and scalability of Customer Onboarding process; own continuous improvement activities to streamline process with standardized forms and document process flow
• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams
• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
• Protect Chamberlain Group’s reputation by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Job Requirements

• High School Diploma or GED Equivalent
• 2+ years Customer Care or Customer Service experience
• Salesforce Service Cloud
• Strong project and time management skills
• Strong analytical skills
• Strong verbal and written communication skills; proficiency in Microsoft Office Suite
• Preferred: Prior experience in myQ Community Support and Zuora

Salary and Benefits

The pay range for this position is $22.88 - $37.78/hr. Base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience.

In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements). This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.

Equal Opportunity Statement

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We’re committed to fostering an environment where people of all lived experiences feel welcome. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [e-mail].

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. Chamberlain Group also includes Systems, LLC, a leading manufacturer of loading dock equipment for over 60 years, and Controlled Products Systems Group, a leading wholesale distributor of access control equipment in the U.S.