Summary/Objective:

The Client Success Coordinator is responsible for forming strong relationships with and providing exceptional customer service to Traveler’s Haven guests, properties, and vendors. They will be the lead point of contact for guest matters, do their best to anticipate the guest’s needs, and work cross-departmentally to ensure highest client satisfaction. The Client Success Coordinator is expected to thoroughly and efficiently service our guests while they are staying in a Traveler’s Haven suite. Success in the role will be measured primarily by customer satisfaction and incident prevention. The Client Experience Specialist will strive to maintain zero preventable incidents.

Essential Functions:

• Build a strong relationship with guests to ensure trust and satisfaction.
• Manages the reservation process from the move in through the move out.
• Communicate cross-departmentally to ensure move-ins are executed seamlessly with our internal operations team.
• Provide the guest personal touches such as move-in packages or dialogue about how they’re enjoying the housing provided.
• Work directly with the guest to make their stay as seamless as possible. This includes rapid issue resolution and personal follow up on all leases.
• Maintain consistent communication with the client to ensure the highest level of customer satisfaction and retention.
• Negotiate positive outcomes with vendors for our clients when issues arise.
• Facilitate the de-escalation and resolution of issues throughout the life of the client’s lease.
• Work directly with internal logistics teams to ensure the client’s housing request meets their expectations.
• 1-2 weeks of on-call participation required per year.
• Maintain an overview of margins to ensure profitability.

Competency:

• A passion for creating & fostering client relationships.
• “Client comes first, all else follows” mentality.
• Ability to think outside the box for problem-solving and issue resolution.
• Capacity to manage multiple projects and activities while paying attention to detail.
• Quick decision-making skills and independent judgement to ensure high customer satisfaction.

What We Provide:

• Paid vacation, holidays and sick days.
• Medical, Dental, and Vision Insurance plans.
• 401K and supplemental insurance plan benefits.
• Paid gym membership and organic fruit delivery.
• Free parking, free option for secure bike storage.
• Discounted Wireless Service plans.
• Company sponsored events, holiday parties, and volunteer opportunities.
• A healthy work/life balance.

Required Education & Experience:

• 3+ years in client service, logistics, or account management role.
• High School diploma or GED required.
• College degree strongly preferred.
• Strong customer service skills.
• Strong organization skills.
• Strong written and verbal communication skills.

Supervisory Responsibilities: None

What We Provide:

• Paid vacation, holidays and sick days.
• Medical, Dental, and Vision Insurance plans.
• 401K and supplemental insurance plan benefits.
• Paid gym membership and organic fruit delivery.
• Free parking, free option for secure bike storage.
• Discounted Wireless Service plans.
• Company sponsored events, holiday parties, and volunteer opportunities.
• A healthy work/life balance.

EEO Statement:
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer:
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.