About Orbee
Orbee provides digital marketing analytics, data, and automation solutions to the automotive industry. Franchise and independent dealers and large dealership groups utilize the company’s platform to make actionable decisions based on analytics of their campaigns, inventory, and consumer experiences, build comprehensive buyer profiles by connecting first-party data signals from their web sites and integrated partners and automate messaging across all paid and earned channels with personalization and segmentation. The company partners with dealer-centric media agencies, service providers, and OEM programs to expand the reach of its powerful technologies. Orbee’s core technology products include its proprietary data collection, processing, and reporting pipeline, its robust set of dashboards and APIs, and campaign and creative tools for email, search, social, on and off-site display, and video. Orbee was founded in 2015 and is headquartered in Irvine, California. Learn more at
www.orbee.com.
Description
Orbee is hiring a Client Support Coordinator to oversee daily operations of the client support team. The client services coordinator will be responsible for collecting information on how to best serve clients as well as responding to client support issues. You will report directly to the Director of Client Support Services and work closely with different role players, e.g. teams within the organization, vendors, and customers.
Location
Only applicants in Eastern time zone will be considered.
Join our team
- Full-Time Position
- Competitive salary and benefits including unlimited PTO, health / dental / vision insurance and more.
- Work part of an incredible team with a great blend of productivity, innovation and fun energy.
Responsibilities
- Client Satisfaction: Develop and implement strategies to enhance client satisfaction, including proactive communication, personalized support plans, and timely issue resolution.
- Process Optimization: Continuously evaluate and refine support processes, leveraging data and analytics to identify areas for improvement and streamline workflows.
Technical Expertise: Stay abreast of the latest advancements in our SaaS platform, ensuring the team is equipped with the knowledge and tools to troubleshoot effectively.
Process Optimization: Continuously evaluate and refine support processes, leveraging data and analytics to identify areas for improvement and streamline workflows.
Performance Management of support requests
Escalation Management: Handle escalated client issues with tact and diplomacy, ensuring prompt resolution and maintaining open communication throughout the process.
Reporting & Analytics: Track key support metrics, such as response times, resolution rates, and client satisfaction scores, providing regular reports to management.
Cross-functional Collaboration: Work closely with product development, sales, and marketing teams to gather client feedback, identify product enhancements, and drive client-centric initiatives.
Client Onboarding: Collaborate with sales and implementation teams to ensure seamless onboarding of new clients, providing comprehensive training and support during the transition.
Qualifications
- High School Diploma or GED. Bachelor's Degree preferred.
- Generally 2 years administrative or client services experience within a corporate organization may be strongly desired.
- Proficient in project management tools and software.
- Demonstrated ability to manage detail and use analytical skills.
- Strong organizational and communication skills.
- Ability to work in and promote a team environment.
- PMP or other relevant project management certification.
- Proven track record of successfully delivering complex projects in a fast-paced environment.
- Excellent problem-solving, decision-making, and organizational skills.
- Experience in Agile and Waterfall methodologies.
The pay range for this role is:
50,000 - 55,000 USD per year (Pennsylvania)