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SYMBOLON CUSTOMER SERVICE AND LOGISTICS LEAD
Customer Service, FT Employee
Augustine Institute (Greenwood Village, CO)
Job Title: Symbolon Customer Support and Logistics Lead
Reports to: Associate Director of Symbolon
Symbolon Customer Support and Logistics Lead-Job Description
In your role as Symbolon Customer Support and Logistics Lead, you will be responsible for assisting the Associate Director in developing and providing exemplary customer service support to our parish partners to ensure the highest quality customer service through soliciting customer feedback, answering questions/concerns, and ensuring continued follow-up discussions in order to maintain customer satisfaction. You will also assist the Associate Director in developing and executing all promotional initiatives in the partner training Dioceses to ensure maximum participation in all Symbolon training events. You will also work with the Associate Director in providing the logistical lead and support for all Symbolon training events within partner Dioceses.
Assist Associate Director and Parish Sales Representative in developing and executing a customer service plan for our parish partners.
Responsible for soliciting customer feedback on the quality of the program, ideas for program improvement and parish partnership renewal requirements
Respond to customer questions, concerns, complaints in a timely and professional manner that is satisfactory to the customer.
Conduct regular follow-up discussions with parish partners to ensure customer satisfaction and the long-term development of the partnership relationship.
Solicit and report customer feedback using a systematic procedure that captures a sample of DRE, RCIA Director, parishes and diocese. Facilitate the development of a plan to use this data for the continuous improvement of the Symbolon initiative.
Develop and maintain a reporting mechanism to document customer needs and feedback for all team members to use as a best practice for customer service and response.
Ensure that required contracts are in place for Diocese Partners and Individual Parishes and that initial, as well as all other scheduled payments, are received. After required paperwork is received create user IDs, and coordinate the collection of Parish Data Sheets for Individual Parishes.
Ensure that website performance issues from customers are handled professionally using the established protocol for website troubleshooting.
Oversee the use of email marketing (email blasts) for Symbolon customers and prospects.
Assist the Associate Director in developing and executing a comprehensive promotional and marketing plan for Diocesan training partners to ensure maximum participation in Symbolon training events.
Work with Diocesan leadership in finding effective ways to execute the promotional and marketing plan within the partner diocese including implementing any necessary adaptations to meet the needs of the partner diocese.
Develop email templates and send regular emails within partner dioceses encouraging registration and participation in Symbolon training events.
Develop effective telephone scripts and make initial and follow-up telephone calls in partner dioceses to encourage registration and participation in each Symbolon training events.
Work with the Associate Director and the Director of Media and Print Production to ensure that any promotional materials for partner dioceses are completed and that parish information packets are sent out to parishes.
Oversee all aspects of the logistics of Symbolon sponsored events including; Weekend Leadership Conferences, Follow-Up Trainings, Clergy Days, and Webinar Trainings.
Assist the Director of Media and Print Productions with speaker/presenter contracts, check requests, and payments.
Coordinate and execute all travel logistics for speakers and Parish Sales Representative including booking flights, hotel/lodging needs, etc.
Coordinate and ship workbooks, supplies, nametags, pop-up banners, and any other necessary materials to training sites.
Coordinate and track registrations for training events, making nametags, master participant lists, etc.
Communicate with training participants via email registration confirmations, event reminders, follow up communications, event needs/items to bring, etc.
Oversee the coordination and management of an organic database to capture not only customer data, but additional personal information that allows us to consistently deliver relational, discipleship-shaped service to our constituency. This includes documenting all ongoing contact notes and training other team members on the use of the database and communicating the established procedures for consistency of information reported in the database.
Assist Associate Director in facilitating communication between staff and particularly team members concerning upcoming projects, events, schedules, etc. This includes development of meeting agendas, distribution of meeting notes, coordination of event schedules, assigning actions items to team members, and bring about awareness of key short term and long term deadlines. (85)
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