Department: Kellogg Dispute Res Ctr DRRC Salary/Grade: EXS/6
The Senior Program Coordinator, Customer Relations is responsible for planning and executing customer support and outreach for the DRRC Teaching Materials. Customer support is provided via email and telephone and includes new user registration, website questions, course and order troubleshooting, inquiries about payment and customer receipts, questions about the Group Assigner software, and consultative selling. The coordinator also plans and carries out outreach activities for DRRC Teaching Materials, including email marketing, website updates, and social media. This role also plans, develops, and distributes materials to help instructors teach DRRC Teaching Materials.
Customer support: Intake and resolve customer support issues from over 4,000 active external customers of DRRC Teaching materials and Group Assigner. Typical customer service issues come via telephone and email and include consultative selling in response to requests for recommendations of teaching materials; website questions; order and course troubleshooting; payment and customer receipts; and questions about Group Assigner. Maintain customer database and new user registration. Track and report on customer support issues and implement policies to resolve systemic problems and improve efficiency.
Customer outreach: Plan and execute all email and social media outreach to customers, including promotions for new exercises and new teaching media. Monitor and report impact of activities and recommend improvements and new approaches to enhance effectiveness. Support development of videos and other media to help instructors effectively teach the Teaching Materials. Monitor and report impact and recommend changes to enhance effectiveness.
Website: Update customer-facing website content as needed and coordinate website maintenance with vendor.
Performs other duties as assigned
Bachelor's degree or equivalent experience.
Three to five years’ experience fielding and resolving customer problems in a sales environment.
Minimum Competencies: (Skills, knowledge, and abilities.)
Demonstrated ability to professionally and courteously intake and resolve problems from customers via email and telephone.
Familiarity with social media and email marketing concepts and tools.
Able to compose effective email campaigns and social media posts.
Moderate to in-depth knowledge of word processing, spreadsheet, email, and database software.
Preferred Qualifications: (Education and experience)
Experience using social media and email to build and maintain customer relationships.
Experience with consultative selling, especially in an educational environment.
Preferred Competencies: (Skills, knowledge, and abilities)
Understanding of website design and tools.
Understanding of video material development.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 38331
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.