Customer Success Coordinator

National-Apartment-Association; Arlington (VA); Hybrid; USD 48,000 - 72,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Competitive pay

Growth-focused culture

Generous PTO

Health, vision, dental

Infertility coverage

11 holidays + floating holiday

Job summary

National Apartment Association is seeking a Customer Success Coordinator to build relationships with members and deliver top-tier support via phone, email, and ticketing systems. You will collaborate with the Customer Success team on proactive outreach and ongoing member needs, ensuring service excellence aligns with NAA's industry standards.

You will manage multiple communication modes, maintain accurate account records, and work closely with other departments to resolve escalations while

Qualifications

• High School or equivalent certificate required.
• Excellent written and oral communication skills.
• Ability to stay organized with multiple responsibilities.

Responsibilities

• Answer member needs via phone, emails, and tickets in a timely manner.
• Grow NAA member satisfaction through relationship building.
• Be SME for all NAA products, with a focus on Click & Lease.
• Collaborate with other departments to assist with member escalations.
• Keep detailed logs and accurate data of all accounts.

Skills

Excellent written and oral comms

Organizational skills

Education

High School or equivalent certificate

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.