Customer Success Coordinator

National Apartment Association (Naahq); Arlington (VA); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Flexible Hybrid schedule

Competitive Pay

People-first culture

Generous PTO

Health Insurance

Infertility Coverage

Holiday schedule

Job summary

National Apartment Association (NAA) seeks a Customer Success Coordinator to develop trusted relationships with members and provide top-tier support via phone, email, and ticket system. You will work with the Customer Success team on proactive outreach and reactive support to uphold NAA as the industry standard.

A typical day balances detail-oriented tasks with relationship-building, managing multiple communication channels, and delivering guidance to members.

Qualifications

• High School or Equivalent Certificate.
• Excellent written and oral communication skills.
• Ability to remain organized and efficient while balancing multiple responsibilities.

Responsibilities

• Answer member needs via phone, email, and tickets promptly.
• Uphold member satisfaction through relationship building and dedication.
• Be the subject matter expert for NAA products with a focus on Click & Lease.
• Collaborate with other departments on member escalations.
• Keep detailed logs and accurate data for all accounts.

Skills

Communication

Organization

Multitasking

Education

High School Diploma or Equivalent

Tools

Salesforce

ClickUp

Microsoft Office

Job description

Description

The Customer Success Coordinator will work to develop relationships and trust with our members by providing top-of-the-line support via phone, email, and ticket system. This position is designed to collaborate with Customer Success with both proactive outreach and presently needed items. By delivering support of excellence, the Customer Success Coordinator aides NAA in continuing to be the industry standard.

A typical day in this role is one that is both detail-focused, but also relationship focused. You will be managing several modes of communication with our members and providing aid to people who need guidance. You will be working closely with your Customer Success team to innovate and find solutions to everyday member-needs.

Principal Accountabilities

• Answering and addressing members needs via phone calls, emails, and tickets in a timely manner.
• Working to uphold and grow NAA’s member satisfaction through relationship building and a high level of dedication.
• Being a subject matter expert for all products NAAS has or will have with a focus on Click & Lease.
• Collaborating with other departments to provide aid in member-related escalations.
• Keeping detailed logs and accurate data of all accounts.

Requirements

• High School or Equivalent Certificate
• Excellent written and oral communication skills.
• Ability to remain organized and efficient while balancing multiple responsibilities.

Preferred

• General Understanding of platforms used at NAA: Salesforce, ClickUp, and Microsoft especially
• Experience in Customer Support
• Experience in a call center environment

Travel Requirements

Little to no travel is required of this position

About NAA

The National Apartment Association (NAA) serves as the leading voice and preeminent resource through advocacy, education and collaboration on behalf of the rental housing industry. As a federation of 141 state, local and global affiliates, NAA encompasses more than 95,000 members representing over 12.5 million apartment homes globally. NAA believes that rental housing is a valuable partner in every community that emphasizes integrity, accountability, collaboration, community responsibility, inclusivity and innovation. To learn more, visit https://naahq.org.

Benefits Overview

• Flexible Hybrid schedule (2 days in office)
• Competitive pay
• Growth focused, ‘people first’ company culture
• Generous PTO and sick leave
• Health, vision, dental and more including newly added infertility coverage!
• 11 NAA holidays + 1 floating holiday of your choice!

Physical Demands

While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee may occasionally lift up to 20 pounds.

Work Environment

Work is regularly performed in a professional office environment and routinely uses standard office equipment.