Customer Success Coordinator

Apartment & Office Building Association of Metropolitan Washington Inc; Arlington, Northern (VA, KY); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Flexible Hybrid schedule (2 days in办公室

Competitive pay

Growth focused, 'people first' culture

Generous PTO and sick leave

Health, vision, dental and infertility

11 NAA holidays + 1 floating holiday

Job summary

The National Apartment Association (NAA) is seeking a Customer Success Coordinator to nurture relationships with members and provide top-tier support by phone, email, and ticketing systems. The role emphasizes proactive outreach and timely guidance to keep NAA as the industry standard.

You will work within the Customer Success team to innovate and solve member-needs daily. A day includes handling multiple communication channels, logging interactions, and collaborating cross-functionally to

Qualifications

• High School diploma or equivalent is required.
• Excellent written and verbal communication skills are essential.
• Ability to stay organized while handling multiple tasks in a fast-paced environment.

Responsibilities

• Answering and addressing members needs via phone calls, emails, and tickets in a timely manner.
• Uphold and grow member satisfaction through relationship building and a high level of dedication.
• Act as a subject matter expert for all NAAS products with focus on Click & Lease.
• Collaborate with other departments to assist with member-related escalations.
• Keep detailed logs and accurate data of all accounts.

Skills

Excellent written and oral comms

Relationship management

Multitasking

Customer support

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.