JOB TITLE:                   Customer Solutions Coordinator

REPORTS TO:              Membership & Events Director

SUMMARY: Under the direction of the President/CEO and the supervision of the Membership and Events Director, this position is responsible for the coordination of a variety of customer satisfaction and engagement projects, initiatives, and specialized program activities with minimal oversight and requires independent judgement. Supports the member services team by contributing to and monitoring customer relationship databases and providing performance reports on a regular basis; leads targeted outreach campaigns to support membership, partnership, and resource development; provides warm referrals to member services and business solutions; assists organization leadership with high-level executive assistance-including board management and support, policy analysis and development, and convening community leaders; manages daily office operations and provides supervision of intern program; assists with event production and logistics.

ESSENTIAL RESPONSIBILITIES AND ACTIVITIES

HIGH LEVEL ADMINISTRATION

  1. OFFICE OPERATIONS AND INTERN SUPERVISION
    1. Develop and manage office operations standard operating procedures.
      1. Phone calls, drop-ins, info-emails, mail, office supply ordering, and office maintenance.
      2. Manual for internship onboarding, structured on-the-job training program, and performance evaluation.
    2. Supervise, train, support, and evaluate intern(s) performance.
    3. Receive telephone calls, screen visitors, respond to requests, refer to appropriate staff or community resource, and/or recommend action. Cover front-desk as scheduled.
  2. BOARD ADMINISTRATION
    1. Coordinate Board and all related committee logistics, including, meeting location, time, and calendar appointments for attendees.
    2. Responsible to compiling and distributing Board meeting packets.
    3. Attend and record Board and all related committee meetings. Maintain records for Board and committees, including, motions, approvals, action items, and meeting agendas and minutes.
  3. EXECUTIVE LEVEL SUPPORT
    1. Provide day-to-day administrative support functions to the President/CEO.
    2. Contact and coordinate with members, stakeholders, outside agencies, and others as needed/directed.
    3. Schedule meetings as requested.
    4. Compose and conduct correspondence activities on behalf of the President/CEO.
    5. Assist in copying, certifying and distributing and/or mailing documents, creating draft to final correspondence, memos, letters, spreadsheets and forms for President/CEO and the overall organization.
    6. Attend meetings at the request of the President/CEO or senior management, take minutes and report back as necessary.
    7. Maintain confidentiality.

 

CUSTOMER SERVICE & PROJECT MANAGEMENT

  1. Customer Relationship Management Databases
    1. Research and assemble information from a variety of sources for the preparation of records and reports, including compiling, synthesizing and manipulating data as needed.
    2. Type reports and documents, create and maintain spreadsheets and word documents, proofread reports to verify accuracy.
    3. Enter, retrieve, and input electronic data into databases quickly and accurately, including membership dues information.
    4. Develop and maintain Thurston County business decision maker asset map, standardize process for lead generation and referrals to the member services and workforce divisions. Develop and maintain weekly referral list and weekly referral outcomes dashboard.
  2. Event Planning and Committee Support
    1. Work as part of a team and/or take the lead in coordinating and planning meetings and events.
    2. Responsible for all event registrations and payments.
    3. Attends and coordinates monthly Forum, annual Night on the Town, Distinguished Leader Awards registration at events.
    4. Develops and distributes event committee agendas as necessary.
    5. Coordinate and oversee annual Math for Life event each spring.
  3. Thurston Young Professionals (TYP)
    1. Create agenda and sign in sheet for monthly networking event.
    2. Attend monthly leadership committee.
    3. Attend weekly SMART Talks group.
  4. Chamber Directory and Map
    1. Maintains active and updated chamber directory and manages production of annual membership directory and map. This work is done in partnership with a third-party contractor.

 

QUALIFICATIONS:

  • Four-year degree or equivalent and substantial work experience, up to 5 year’s preferred in office administration, customer service, Microsoft Office Suite, and database administration.
  • Strong interpersonal communication skills, strong writing skills with an ability to prepare clear concise materials.
  • Experienced in using all Microsoft Office programs, Customer Management Software and QuickBooks accounting software.
  • Strong professional written and oral communication skills, adept at targeting content to specific audiences.
  • Outstanding organizational skills and problem-solving skills with attention to detail and the ability to multi-task.

 

DEMONSTRATED ABILITY TO:

  • Manage complex projects.
  • Communicate professionally and effectively in writing.
  • Creatively problem solve and find solutions.
  • Gather, analyze, and interpret data to present ideas, recommendations, and factual data in clear and concise written and verbal formats.
  • Work in partnership with other organizations and groups.
  • Establish and meet designated timelines.
  • Work independently and as a team player.
  • Able to work with documents and information requiring discreet and confidential handling.

 

PHYSICAL REQUIREMENTS:

Physical Requirements Regularly required to sit; talk or hear, both in person and by telephone and use hands repetitively to operate and maneuver office equipment and reach with hands and arms. Employees are regularly required to go to other work areas in the building and off site for business errands and lift up to ten pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

 

ADDITIONAL REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, the requirements listed below are in addition to the essential functions and required skills:

  • Valid Driver’s License
  • The employee is required to be present in the workplace on a regular and reliable basis. Normal work hours are from M-F 8:00am-5:00pm; however occasional evening and/or weekend assignments may occur.

 

Job duties and functions subject to change based upon organizational needs and scope of work changes at the behest of the President/CEO.

 

The Thurston County Chamber is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. Washington Relay 711.