Customer Service Coordinator @ WheelPad L3C

The Customer Care Coordinator ensures that all of WheelPad’s customers are happy and successful in using their PAD, from the delivery & installation process to troubleshooting appliance repairs and warranty claims. This position reports to the Director of Growth. This is a part-time position to start with opportunity to become full-time.

RESPONSIBILITIES AND DUTIES
-Meets the customers & gathers necessary installation information in an introductory meeting.
-Support the customer with the installation process - from helping to source a contractor to suggesting connection ideas, to providing information for the permitting process.
-Coordinate the delivery of the PAD to the customer from the manufacturing facility, while ensuring that the delivery & departure checklist is followed prior to shipping out.
-Participate in Team Meetings monthly to share customer updates and provide input on the direction of the business.
-Communicate regularly with the Sales Department to ensure familiarity with the pipeline and that nothing is missed.
-Ensure upon arrival at the final delivery destination the PAD is undamaged, and if any repairs to the PAD are needed, coordinate those with either the on-site contractor or with a traveling PAD install/repair team.
-Communicate regularly, in collaboration with the marketing department, with customers following the installation to ensure a good line of communication and happy customers.
---Lease customers - every 3 months, and one month prior to lease expirations to see if the lease will be renewed. Note: Potentially this lease customer is a separate position.
---End of lease exit-interview
---Sale customers - once they’ve settled into their PAD, annual check-ins are appropriate.
-Communicate regularly with the production team to share feedback from customers regarding PAD delivery and use.
-Coordinate/Facilitate SuitePAD redelivery after a lease ends or with a buy-back program for sales of PADs.
-Perform Site Visits as needed or requested.
-Other duties as assigned

QUALIFICATIONS
-Experience with customer relations/support
-Excellent communication skills, verbal and written especially.
-Non-violent communication awareness/skills a plus.
-Ability to de-escalate a situation a plus.
-Excellent computer skills, including familiarity with the Google Suite of products (Mail, Drive, Documents, Sheets, etc.).
-Customer Relationship Management (CRM) Software Experience
-Coordination and organizational skills
-Project management skills, managing multiple timelines simultaneously.
-Familiarity with construction projects.
-Willingness to familiarize yourself with the WheelPad manufacturing process and product offerings.

PHYSICAL DEMANDS
-Regularly operates a computer and other office productivity machinery, such as a calculator, printer/scanner, and telephone
-Frequently communicates with customers and employees who have inquiries about WheelPad. -Must be able to exchange accurate information in these situations
-Must be able to remain in a stationary position 25% of the time
-Regular visits to customers in the field during and after delivery of PAD

SUCCESS
-Happy & satisfied customers who had all the information they needed to install their PAD, and had any questions or concerns addressed in a timely manner.
-Positive influence/impact on WheelPad’s brand reputation - i.e. customers become brand ambassadors/evangelists.
-Sharing customer success stories with the business/team to support morale and motivation.

Please apply on online:

https://accessible.wheelpad.com/customer-service-coordinator