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Customer Success Coordinator - NCFDD - Hybrid Role in Detroit

Important: This is a hybrid remote-based role!
ncfdd-national-center-for-faculty-development
ncfdd-national-center-for-faculty-development

Are you resourceful, energetic, and willing to learn? Want to be part of a culture that encourages collaboration, continued professional and personal growth, and a hybrid work environment that encourages work-life balance? If yes, please read on!

About the National Center for Faculty Development and Diversity

The National Center for Faculty Development & Diversity, or the NCFDD, provides workshops, coaching and intensive mentoring resources delivered virtually to help academics progress their careers.

The NCFDD’s mission is to Change the Face of Power in Academia. We help professors grow and succeed in their careers which helps strengthen the higher education system and improve the undergraduate and graduate experiences. Founded in 2010 by a former academic, the NCFDD is a for-profit company based in downtown Detroit, MI backed by a small group of investors and entrepreneurs aligned with our mission and supporting our growth.

At the NCFDD, we serve not only our universities and their academics, but each other. We are consistently working to make sure our employees love their jobs and are invested in our community in Detroit and Michigan. We have been recognized as the #4 (2020) and #3 (2021) Crain's Cool Places to Work.

About the Role

The Customer Success Coordinator will provide general support for NCFDD membership in a variety of areas, collaborating regularly with team members and coordinating efforts when necessary. This position will report to the Director, Membership & Customer Support.

The role will require:

  • Handling all incoming member support calls and emails related, but not limited to individual and institutional member account support, NCFDD program support, and membership inquiries
  • Working in the NCFDD database to manage general account support
  • Collaborating with team members to support virtual workshops and online webinars

Detailed responsibilities:

I. Membership

  1. General Support
    • Receive and respond to all incoming customer service call and email inquiries from individual, institutional, and prospective members
    • Manage shared email inboxes, determining level of support needed from additional team members to respond to incoming emails
    • Answer all incoming phone call inquiries related to general membership and programs
  2. Individual Membership Drives
    • Gather and organize membership testimonials
    • Support in email editing and review
    • Collaborate with team members to plan promotion and to support sales strategy for individual members post-membership drive
    • Update membership drive tracking information
  3. Communications
    • Review weekly Monday Motivator
    • Review monthly Newsletter and Dear Mentors column
    • Provide additional support and email review as needed
  4. Virtual Campus Workshops and Webinars
    • Collaborate with team members to provide support as needed
    • Schedule virtual workshops and guest expert webinars/multi-week courses in Zoom and Google calendar
    • Support virtual workshops and webinar recordings via Zoom
    • Complete tasks including organizing video recordings and coordinating payments
  5. Faculty Programs
    • Handle all incoming program support inquiries related to the Faculty Success Program, Post-Tenure Pathfinders Program, FSP Alumni Program, WriteNow Access, Teaching Toolkit, and 14-Day Writing Challenge
    • Provide any requested information or forward inquiry to appropriate team member
    • Regularly connect with faculty programs team members to stay up-to-date on all program registration information

II. Technology

  1. Utilize NCFDD’s technology platform to pull NCFDD membership data and support in member requests
  2. Utilize email management system for enhanced NCFDD member communications
  3. Utilize shared inbox system to streamline incoming support emails
  4. Utilize receptionist service to provide quick and efficient customer service

III. General

  1. Attend monthly Team Meeting
  2. Attend regularly scheduled team huddles for various areas of the organization to identify current and upcoming initiatives to provide excellent and correct customer service
  3. Work with team members to complete cross-functional tasks on a daily basis

About You

At the NCFDD, you will collaborate with a group of friendly, kind, and dedicated co-workers that are not only committed to the NCFDD’s mission, but also value their work-life balance.

  • Bachelor’s Degree and 2-4 years of work experience
  • Team fit, including alignment with and / or adaptable to the NCFDD’s culture
  • Fast learner - comfort with selling to and educating customers on the NCFDD’s products and services
  • Problem-solving skills and the ability to utilize all available resources to provide support
  • Ability to produce high-level, thoughtful communication
  • Strong phone communication skills, and professional e-mail correspondence skills
  • High attention to detail to ensure excellent quality and accuracy of work
  • Strong Microsoft Office (e.g. Excel), Google Suite (e.g. Sheets) abilities
  • Experience using and managing CRM software (e.g. HubSpot) and Bulk Email Marketing (MailChimp)
  • Proven ability to multi-task and prioritize; deadline driven

If you’ve reached this section of the job description and are unsure of whether to apply, please do! At the NCFDD, we welcome diversity of background and experience. We would encourage you to submit an application if this is a role you would be passionate about doing every day.

Benefits

  • Salaried full time position
  • Strong emphasis on work-life balance
  • Hybrid work model 2 days a week in office in Downtown Detroit and 3 days a week from home
  • 35+ Days Off / Year inc. 14 Vacation Days + 10 Federal Holidays + 12 Additional Days / Breaks
  • 4 Sick Days / Year
  • Fully paid Employee Health Care, including Medical and Dental, and option to contribute to FSA(s)
  • 401(k) + Matching
  • Maternity/Paternity leave after 1 year
  • Work computer + phone provided + home internet stipend
  • Fully Paid Parking Pass to Z Lot in Downtown Detroit

Hybrid Work Model

  • Team members work on Mondays and Thursday at the NCFDD’s offices in downtown Detroit
  • Team members work from home on Tuesday, Wednesday, and Fridays
  • Employees are not required to work from the office in February, August, and December
  • Reduced work hours during “Summer Fridays”
  • Paid parking spot in downtown Detroit for use for work and personal purposes
  • Monthly home-internet reimbursed

The NCFDD is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don’t discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

How To Apply

Please submit your resume via our online job portal here:
Job Details
  • Company: National Center for Faculty Development & Diversity (NCFDD)
  • Post Date:July 11, 2022
  • Category:
    Sales/Marketing/Customer Service
    Other
  • Industry:
    Other
  • Position Type: Full-Time
  • Experience: Executive Level
  • Location: 19 Clifford St.
    Detroit, MI 48226
  • Please submit your resume via our online job portal:
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