Client/Customer Success Coordinator at Travelers Haven

| Greater Denver Area
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Summary/Objective:

The Customer/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 Experience Specialist 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.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

Location

We have a beautiful view of the Rocky Mountains in the heart of the Cherry Creek/Glendale neighborhood close to many trendy restaurants and bars.

An Insider's view of Travelers Haven

How would you describe the company’s work-life balance?

From the moment I arrived at Travelers Haven I have always felt a strong emphasis from our leadership team on creating an environment and culture that allows for a healthy work-life balance. Through team outings, massage and smoothie days as an employee you understand that there is a concerted effort to show appreciation for the work we do.

Victor

Sr. A/R Specialist

What kinds of technical challenges do you and your team face?

Our engineering team is constantly working through challenges to make processes better for users. We balance adding new features with keeping technologies up to date. For instance, in the last year we added Cypress automated testing to our frontend codebase. We started with testing a new feature that makes our response to customer requests quicker.

Emily

Software Engineer

How has your career grown since starting at the company?

Five years ago, this month I started at Travelers Haven as a Territory Manager and haven’t looked back. I was always very vocal about my desire to continue grow as well as well as my interest & gratification in a leadership role and during my tenure as a territory manager, I was able to become a senior within a year’s time and then shortly after in

Rachel

Associate Director of Relocation

How do your team's ideas influence the company's direction?

Being a part of the client experience team is a unique spot to be in as we hear and see what our guest’s feel. We can take pain points and strengths to develop new ideas and drive change within Travelers Haven. If we see any reoccurring themes, we make sure to share the themes company-wide to create a better guest experience. In the past year, we h

Sara

Senior Manager of Client Services/Dog Mom/Book Lover/Hiker

How do you collaborate with other teams in the company?

I could never be as efficient and effective without our team- through delegation and communication we make sure every facet of the client’s stay is as seamless as possible. Whether it’s coordinating deadlines or brainstorming on issue prevention, we’re always in constant communication.

Lana

Senior Client Account Manager

What are Travelers Haven Perks + Benefits

Travelers Haven Benefits Overview

Unlimited vacation
Paid sick leave
Paid holidays
Medical, dental, vision & supplemental insurance
Wellness Plan
401k plan & match
Unpaid flex time
Life Insurance
On-site gym
Employee Assistance Program
Deeply discounted hotel rates
Regular team-building events and outings
Craft brews and ciders on tap
Arcade games, golf simulator, and more
Collaborative workspaces with adjustable sit-stand desks
Breathtaking views of the Rocky Mountains and Downtown Denver
Company Paid Parking

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Travelers Haven employees can contribute up to $2,750 annually to their Health Care FSA.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
You can participate in our wellness program where you are able to earn points for healthy activities and are able to redeem points for gift cards, wearable tech, and more.
Onsite Gym
Team workouts
Mental Health Benefits
EAP
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Travelers Haven provides employees with a 401(k) matching plan. We match 50% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Free 24 Hour Fitness Membership for employee. Discounted membership for family members.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Deeply discounted hotel rates. Some of the best parties you've ever been to. Regular team building events and outings. Craft brews and ciders on tap. Ping pong, arcade games, shuffle board and more. Collaborative workspaces with views of the Rockies. Free monthly massages. Paid gym membership. Employer subsidized phone plans.

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