Customer Experience Coordinator (Part-Time)

 

Description:

Summary of Position

This part-time support role provides high-volume help desk support, by phone and email, for technology systems (CaFE™ and ZAPP®) that connect artists to visual arts opportunities. Critical to the successful operation of these platforms, this role will be directly involved in WESTAF’s efforts to increase customer satisfaction and client acquisition by listening actively, focusing on our customers, practicing empathy, and providing comprehensive but efficient solutions to problems. In addition, this role may support tasks related to general business administration, end-user testing, and documenting system errors.

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Essential Functions

• Provide high-quality customer support for artist, administrator, and juror users daily by phone and email through quick and accurate diagnoses of customer issues.
• Meet required productivity expectations and collaborate with other team members to resolve customer issues and inquiries in a timely manner.
• Provide on-the-job training to incoming customer experience coordinators or help support staff.
• Organize, track, and log customer issues through the customer help desk ticketing system.
• Perform quality assurance checks on existing and upcoming system functionality.
• Troubleshoot and document CaFÉ and ZAPP system errors and bugs.
• Participate in CaFÉ and ZAPP system testing of bug fixes and new features.
• Perform other duties as may be assigned.

Requirements:

Competencies and Desired Attributes

• Exceptional customer service acumen. We are looking for people who can address and resolve customer questions and issues with care, compassion, patience and creativity.
• Patience. Our customers have varying backgrounds and familiarity with technology. Ideal candidates will not get easily frustrated by explaining basic concepts or workflows.
• Solutions-oriented with ability to problem solve. Ideal candidates will be able to troubleshoot and propose solutions to common customer problems.
• General knowledge of digital media. Ideal candidates will have a moderate degree of experience working with digital image, audio, and video files.
• Time management. Ideal candidates will be able to manage rapidly shifting priorities and complete tasks or assignments within required time frames.
• Product knowledge and expertise. Ideal candidates will be able to quickly develop a comprehensive knowledge and understanding of general user workflows associated with our SaaS systems.
• Commitment to or willingness to learn about diversity, equity, inclusion, and website accessibility.

Compensation

This is a part-time, coordinator-level position. The hiring range for this position is $17.29 to $22 per hour. Starting salary will be established based on the skills the candidate will provide to achieve the essential and preferred functions of the position.

Benefits

WESTAF offers the following benefits for part-time employees:

• 401(k) with up to 5% match
• 4 hours of sick leave per month
• Holiday pay for 5 WESTAF holiday closures*
• Paid week off between December 24 - January 1*
• 2 summer “free” days per year
• 2 mental health days per year
  
  • Holiday pay for part-time employees is provided if the holiday falls on a day when he or she would otherwise be required to work

What else should I know before applying?

• WESTAF is a regional arts service organization, and though we all work to support the arts sector, this position, and the web-services division at WESTAF, is aligned with that of help desk type support for a Software as a Service application. We support the arts and are artists, arts enthusiasts, and creatives ourselves, but our work is more business, customer, and technology-focused than some other areas at WESTAF.
  
• A majority of work will be conducted remotely for this role (90%), but there is a need for staff to travel to our downtown Denver office location on occasion for training or quality assurance testing. This is a remote position, although we occasionally meet in-person for training or team meetings with local team members. Out-of-state team members may have the opportunity to travel to Denver 1-2 times per year for all-staff engagements.
  
• You will not be regularly expected or required to work outside of WESTAF’s business hours of 8:30 a.m. to 5 p.m. Mountain Time; however, if your needs require a more flexible schedule with frequent daily adjustments to work outside of business hours, this may not be the best fit.
  
• We do read your cover letters! While we don’t require a cover letter with your application, cover letters can be a good opportunity to “connect the dots” or explain things about yourself that we might not otherwise be able to glean from your resume alone.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WESTAF, we are committed to building a diverse, inclusive, equitable and authentic workplace. If you're excited about this role, but your past experience doesn't perfectly align with every qualification in the job posting, we encourage you to apply anyway. You may be just the right candidate for this or other roles with us.

WESTAF is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. WESTAF is committed to attracting and retaining a diverse staff and will honor your experiences, perspectives, and unique identity. WESTAF strives to create and maintain a working environment that is inclusive and equitable.

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