Operations Coordinator
Company Overview
At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 10 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $300 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.
We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.
Covid-19 Hiring Update: As a company, we’ve transitioned to a work-from-home model and will continue to interview and hire during this time. This role is expected to begin as a remote position. We understand each person’s circumstances may be unique and will work with you to explore possible interim options.
Job Category
The Modernize Home Services team is seeking an Operations Coordinator to support the Homeowner Experience team’s lead communication platform. The coordinator will utilize their analytical and statistical skills to analyze and interpret reporting patterns and identify trends. The coordinator will secure the daily operations and functionality of the lead communication platform, and work with various Modernize teams to increase sales conversion and manage client relationships. We are looking for someone with proven experience as a multi-talented Analyst who can manipulate data sets and reach meaningful conclusions to enhance strategic decisions. If you like to process data and extract value from it, this is the role for you!
Responsibilities
- Manage day-to-day customer support requests influx to ensure requests are resolved in a timely and effective manner.
- Monitor our product and customer communication platform to guarantee proper functionality including reading reports and reviewing and triaging customer support requests
- Developing tickets to resolve specific issues
- Manage, triage, and oversee customer support tickets while creating new ways to manage the customer support program for our product including creating documentation, videos, and more.
- Identify and support reporting needs around billing, client satisfaction including running surveys and customer satisfaction scores
- Provide reports to measure and improve results within customer success
- Troubleshooting and creating process with the
- Director when answers are not provided for our new platform
- Collaborate with peers and leaders to identify customer pain points, and recommend changes to improve processes and/or policies Interface with the accounting team as needed
Experience
- Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level
- Professional customer service skills
- Self-motivated, proactive, detail-oriented and a team player n example/portfolio of experience creating, executing processes to support customer success including and not limited to training documents, onboarding and success documents and videos
- A minimum of 2-3 years of experience on an operations team or doing similar project management and/or program management
- Be familiar with Microsoft Office Products with experience in Microsoft Excel specifically
- Ability to multitask, prioritize and handle data
- Ability to be creative while leveraging data to solve problems
- Ability to manage multiple projects and collaborate with a variety of teams
#LI-REMOTE
Modernize (a QuinStreet division) is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity, or any other characteristics protected by law.