Client Solutions & Support Coordinator-Full Time Remote

                                                                          Client Solutions & Support Coordinator – Full Time Remote 

CDP, a Boston-based public benefit corporation, uses the collaborative fundraising model to improve the operational efficiency and revenue generation capacity of the public media system. CDP currently provides more than 230 NPR and PBS stations with outsourced marketing, data analytics, fundraising, and technology services. These services help stations raise more net income, grow their donor files faster, lower their fundraising costs, and free up development talent allowing stations to better focus on local engagement. Since its inception as a business unit with the WGBH Educational Foundation and subsequent evolution to a freestanding entity, CDP has driven $252 million in incremental net value back to stations and has become the most widely adopted station service in the history of public broadcasting. 

Just as CDP is committed to supporting public media organizations around the country, we are equally committed to supporting each of our team in their own professional development. 

For more information visit www.cdpcommunity.org 

Position Overview

• Build and maintain positive client experience through the entire support ticket lifecycle: review requests, determine issues, provide recommendations and solutions for resolution
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to Service Level Agreements (SLAs) for support tickets
• Actively participate in weekly ticket prioritization and review meetings to ensure efficient ticket management and resolution  
• Identify trends across support issues, investigate root causes, and provide insights to prevent future occurrences
• Contribute to the company-wide knowledge base by documenting common support issues and resolutions for quicker future ticket handling
• Research existing material and combine resources into cohesive and accessible documentation for both clients and internal teams
• Participate in internal stakeholder meetings and external client meetings to clarify and resolve client requests
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency
• Assist with new Client implementation activities to ensure seamless onboarding and setup
• Perform other duties and responsibilities as assigned by the Manager and/or Director
• This position reports to the Director of Client Solutions and Support

Qualifications 

• Excellent customer service and support skills 
• Ability to communicate clearly and professionally with clients and internal partners, even under pressure or in quickly evolving situations 
• Flexible and adaptable to changing priorities and projects
• Ability to independently and collaboratively tackle complex issues, identify effective solutions, and provide feedback on business requirements
• Strong technical troubleshooting skills with the ability to explain and resolve issues to clients
• Highly-developed interpersonal skills; friendly, upbeat attitude and professional demeanor
• Excellent verbal and written communication skills to effectively translate technical concepts to non-technical audiences
• Proven success in dynamic, fast-paced environments, managing multiple tasks and collaborating with cross-functional teams
•  Non-Profit or Non-Profit related experience in the form of internships or college coursework is a plus 

Educational Requirements  

Bachelor’s Degree or equivalent work experience preferred. Recent grads are encouraged to apply. 

All CDP employees have unique talents and experiences that create our company culture where we can all thrive and bring our whole selves to work each day. Successful candidates will identify easily with a set of character attributes, as listed below:  

•    DEI mindset:  You embrace and demonstrate a diversity and inclusion mindset and role model these behaviors for the organization.  

•    A Communicator: You possess strong communication skills and have great customer service skills; you like people and want to help.  

•    A Critical Thinker: You regularly look for ways to find efficiencies, innovate, and make improvements where you can.  

•    Process Oriented: You’re able to understand, work in, create, and improve processes.  

•    A Collaborator: You’re a team player willing to help where needed; a relationship builder whose can-do attitude inspires others; you actively share your job knowledge with team members.  

•    Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly; you are resourceful and are open to regularly accepting and growing from feedback.  

•    Enterprising: You have proven success working in a fast-paced and changing environment; you have a strong work ethic and are excited to add value to the organization and its mission.   

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CDP is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status,  political belief, or socio-economic status.  CDP does not discriminate against individuals on the basis of those characteristics or any other characteristic protected by law.   

CDP provides reasonable accommodations for applicants with a disability in completing job application procedures. Please notify CDP Human Resources in advance so necessary arrangements can be made. If you need assistance or accommodation due to a disability, you may contact us at accomodations@cdpcommunity.org.