Client Services Project Coordinator

Location:  US Locations Only; 100% Remote

ThinkReservations is one of the leading hospitality technology platforms in the United States. With more than 2,000 businesses using our property management system, channel manager, booking engine, and website design and digital marketing services, we are focused on bringing innovative tools and functionality that will allow our customers to pursue growth and deliver exceptional guest experiences. At ThinkReservations, we work together every day to be the top of mind choice in our industry as the all-in-one solution for our customers.

We’re looking for a Client Marketing Coordinator to join our fully-remote team and that shares our passion for hospitality and helping our customers grow their business.

As a Client Marketing Coordinator, you will deeply understand our clients’ challenges and needs and support them with custom marketing solutions, tools and expert guidance. In partnership with our Client Services Team Manager, you will swiftly address complex inquiries, provide insightful advice, and occasionally lead or participate in special team initiatives. You will help empower our clients to grow their businesses with our products and services and contribute to our core value of “Customers First.

What You’ll Do:

• Interact with clients via telephone, email and online chat, to assist clients with queries, concerns, feedback and issues in a warm, courteous, and professional manner.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Identify and employ the most efficient way to resolve concerns within set SLAs.
• Deescalate challenging situations and interactions to defuse situations to best help the client find a resolution or the best path forward.
• Set and maintain appropriate expectations and provide a consistent experience for clients that align with our support and services offered.
• Ensure customer satisfaction with our products, services, support and facilitate consistent positive interactions with our clients and partners.
• Prioritize urgent and time-sensitive issues and collaborate with internal teams to resolve the situation to the client’s satisfaction within set SLAs.
• Stay updated and knowledgeable on new marketing strategies and topics.
• Manage administrative components of client accounts such as, but not limited to, updating monthly client records and reports, and recording accurate and detailed notes from client calls.

Attributes You’ll Have:

• Strong listening and reading comprehension skills, as well as the ability to relay information effectively in both oral and written form.
• A penchant for empathy, patience, and service with a customer focused mindset.
• Demonstrated experience solving complex problems and appropriate decision making.
• Exceptional time management skills with the ability to manage your own schedule to prioritize effectively and deliver results.
• Ability to adapt to changing situations and client needs, and maintain composure and professionalism during customer interactions.
• Professional proficiency in English written and oral communication is a must.
• Knowledge and hands-on experience with Google Suite and Microsoft Suite products
• An area in your home with limited distractions that can act as a home office.

Compensation & Benefits

• $22 – $28 USD per hour
• Fully remote work & team
• Company health insurance plan – we cover 75% of the employee’s premium
• Dental, Vision, Short Term Disability, and Life Insurance available at a group rate
• 15 days PTO, 6 Paid Sick Days, and 8 Paid Company Holidays
• Paid Parental Leave
• Access to 401K Company Plan
• New hire home office set up

Location: US Locations Only