Customer Success Coordinator

Customer Success Coordinator

Who we are:

Strawbridge Studios is a family-operated school photography company with a rich history within the portrait industry. Started in 1923, Strawbridge Studios has grown from a local portrait studio to an interstate photography operation, currently servicing 28 states and Washington, D.C. That is right! With over 100 years in the business, we are still growing as a company! The Strawbridge’s believe it has always been the people who have made this company successful. Which is why we need you!

We are seeking a dedicated Customer Support team, comprised of people who are passionate about serving our customers. Someone who is highly professional and enthusiastic about providing quality service to each of our customers. We stand strong on our Three Rules: Do your best, Do what is right, Treat others the way you want to be treated. If this is you, we would love to have you be a part of our Strawbridge family.

What we do:

At Strawbridge Studios, we photograph sports and school pictures all over the country. Each photograph of sports and school pictures is produced and shipped back to schools and homes every day from within our Durham, NC, facility. To learn more about who we are, please visit https://www.strawbridge.net/about-us/

Our Vision:

Through our vision, we understand the importance of capturing the students’ memories, frozen in time. For this reason, we are committed and passionate about providing the highest quality of service to each customer. We are dedicated to effectively listening to our customers, resolving issues promptly, and providing customer satisfaction. We will professionally conduct ourselves by having integrity, accountability, and being passionate about the work we do each day. We are committed to always striving towards excellence.

Overview:

The Team Success Coordinator will manage the daily workflow of the department and will function as a proxy and liaison for the department Manager. The Team Success Coordinator will be required to assist with communication within the Customer Support department and collaborate with other departments to increase productivity and efficiency.

Team Success Coordinator Key Role and Responsibilities:

• Delegate and manage daily tasks to the team to ensure an efficient workflow.
• Enforce Metric standards set by Strawbridge Studios Inc. to meet target goals.
• Provide training and support for new employees.
• Collaborate with the Manager to create training materials and SOPs.
• Communicate issues regarding production and personnel to the Management team.
• Process refund requests.
• Resolve escalated issues and provide support for the agents with phone/email/chats.
• Conduct coaching conversations when needed.
• Maintain a strong attendance record and work the required number of hours of employment. Overtime and weekend work may be required due to the business's seasonality.

Team Success Coordinator Qualities:

• Must be approachable, reliable, and capable of leading by example.
• Maintain a positive and professional attitude.
• Strong verbal and written communication skills.
• Strong time management skills.
• Strong attention to detail.
• Innovative and creative.
• Self-starter and adaptable.
• Ability to work within a fast-paced environment.

Compensation:

• Salary range: Starts at $45,000+, depending on experience.
• 4 Weeks Paid Time OFF -(2 of these weeks will be for building closures during the Christmas Holiday and the July 4th Holiday, as our facilities shut down for IT Maintenance).
• Optional Health, Dental, and Vision plans are available.
• 401k eligibility after one year of employment.