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Client Services Coordinator

MetaCoastal is seeking a dynamic, articulate Client Services Coordinator with a passion for excellence and ensure client satisfaction.  The Client Services Coordinator will support the MetaCoastal client while vacationing.  It addresses any actionable Property Management concerns for the MetaCoastal network of resort locations; monitoring the process through resolution, ensuring completion and accuracy, as well as providing regular reporting.  The role is also responsible for ensuring a seamless client experience and increasing retention.

 

Position Goals and Responsibilities:

  • This position supports the MetaCoastal mission, To Deliver Extraordinary Vacation Experiences by establishing a high standard of Customer Service for all clients, creating a culture of excellence and growth:
    • Answer all incoming client calls
    • Review client surveys, completing all necessary follow through daily
    • Coordinate client relocations when necessary, based on policy
    • Provide customer service and problem resolution to traveling clients
    • Establish and meet service level expectations for each issue reported by clients
    • Review all client related charges associated with damage to units
    • Monitor resort properties to ensure brand standards are being met
    • Ensure completion of all quality issues

 

  • Utilize reporting to analyze and track recurring concerns and patterns; monitoring reaction time and resolution processes.  Update and maintain operational systems to ensure a steady stream of communication between all associated parties and seamless resolutions:
    • Run trending reports for Property Managers
    • Process all work orders in Service Cloud daily, to ensure order was appropriately assigned and work is on track to meet established service level expectations
    • Perform daily survey review and follow-up
    • Update account cancellations and fee transfers for all relocations in MetaCoastal database

 

  • Build partnerships that promote a culture of client service internally and externally.  Work with business partners to promote the MetaCoastal mission:
    • Maintain open communication with Property Managers, providing the following support:
    • Feedback from client surveys on trends and bottom 10% markets
    • Notification of when units will be available for capital improvements and renovations
    • Cultivate working relationships with vendors to ensure excellent service
    • Partner with Total Vacation Services to alleviate all reservations and/or compensation issues
    • Inform appropriate parties when updates, changes, and emergencies occur
    • Send Back Charges (XP Fees) to Accounting Management for collection

 

  • Provide a variety of administrative and miscellaneous support to the  Property Management Department ensure successful execution of the department’s mission:
    • Remain available for overnight and weekend on-call duty
    • Perform and participate in on-going trainings
    • Assist with basic troubleshooting for traveling clients

 

Qualifications:

  • To be considered for this position all candidates must have the following:
  • AA in Business Management or Business Administration, preferred; High School Diploma, required
  • 1-3 years Account Management and/or Customer Service experience, preferably in a Call Center environment
  • Proficiency  in Microsoft Suite, additional computer skills a plus
  • Ability to type 30-40 WPM
  • Strong listening, oral, and written communication skills; fluency in Spanish, a plus

 

 

Applicant MUST have the following skills:

  • Analytical thinking and problem solving, with the ability to think quickly on their feet
  • Ability to develop professional relationships with clients, establishing trust
  • Acute sense of urgency, with strong time management skills, regularly beating deadlines with accurate work
  • Ability to prioritize and multi-task,- delegating and managing delegated items while executing their own tasks

 

 

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