Client Success Coordinator

| Greater Denver Area
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Here at Travelers Haven, we empower people to feel at home anywhere their lives take them. We are a full-service housing firm that helps individuals, businesses and organizations with traveling professionals find housing that works for them. We combine industry-leading software and inspired minds to connect thousands of traveling professionals to find housing that meets all their individual needs.

Together We Thrive. We hire talented people that thrive in a fast-paced, high-growth environment, where every day brings a new challenge. Imagine a place without red tape, decisions are made, and your voice is heard. You are quickly able to see your hard work take root and impact is made. You are passionate, ambitious, and determined for success. If you've been searching for an opportunity to help shape the future of corporate housing, we want to talk to you! Come thrive with us.

Hiring rate/range: $45,000 - $47,000 annually

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base and target incentive (if applicable) will be finalized at offer.


Summary/Objective:

We are seeking an individual committed to providing excellent customer service to our external clients, properties, and vendors. When joining the Client Success department we expect you to manage and oversee the quality and customer satisfaction of a traveler's stay from move-in to move-out. This position is a wonderful opportunity to gain multiple skill sets and grow with a client-focused company.

Essential job duties include but are not limited to the following:

  • Communicate with internal and external partners to ensure that all customer requests and maintenance work orders are completed efficiently.
  • Coordinate customers’ service requirements with other appropriate departments as necessary to ensure a red carpet experience for all guests.
  • Interact with clients and guests to provide information in response to customer service inquires.
  • Build and establish relationships with external contacts such as property management, as well as internal team members, to communicate clients' requests, progress of work orders, and any other information pertinent to the guest's stay.
  • Work with colleagues in a respectful and collaborative way to help build a strong team with a guest focus.
  • Provide organization and consistency with extreme attention to detail on all data-entry and paperwork received.
  • Assist with customer accounts with relevant information as required for data management.
  • Act as a liaison between client and area markets, communities, and supply partners.
  • Assist with the preparation of client reports.
  • Provide back up support for e-mail and phone communications.
  • Review all pictures of each apartment for discrepancies and lockboxes locations for accuracy.
  • Support AMs in achieving their monthly close goal targets by completing tasks in a timely manner.
  • First point of contact for all service tickets or move in issues, flagging escalations for the account manager.
  • Improve accountability for results and accuracy amongst the AMs/Clients for arrivals and departures.
  • Communicate to sales and other internal teams within 48 hours of move-in if any documentation is missing or incomplete.
  • One to two weeks of on-call participation required per year
  • Other duties as assigned

Competency:

  • Professional customer service skills
  • Strong oral and written communication skills
  • Strong interpersonal and organizational skills
  • Strong time management skills
  • Strong ability to multi-task
  • Excellent follow-through and follow-up
  • Able to establish and maintain effective working relationships
  • Able to professionally interact with customers, residents, and guests.
  • Ability to work well within a team environment
  • Able to develop specific goals and plan to prioritize, organize, and accomplish work
  • Proactive and takes initiative in seeking opportunities for improvements and to provide support and assistance

Required Education and Experience:

  • High School diploma or GED
  • 3+ years customer service experience via both phone and email
  • Professional verbal and written communication
  • Intermediate user of MS Word, Excel and Outlook
  • Hospitality experience is preferred but not required

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.

We recognize that financial rewards and great benefits are important aspects of an ideal job. Here’s what we offer:

  • Unlimited Vacation
  • Paid sick leave
  • Paid holidays
  • Medical, dental, vision & supplemental insurance
  • 401k plan
  • 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
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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 sync
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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