CAREERS

Customer Experience Coordinator (part-time)

Position posting – WESTAF
Customer Experience Coordinator (part-time)

About WESTAF
Headquartered in Denver, Colorado, WESTAF (Western States Arts Federation) is a nonprofit organization that weaves together technology, thought leadership, and innovation to energize, network, and grow funding for public sector arts agencies.

Summary of Position
The WESTAF customer experience coordinator provides high-volume help desk support, by phone and email, for technology systems that connect artists to visual arts opportunities. The two primary systems this position supports are ZAPP® and CaFE™. This position will work approximately 20 to 25 hours per week during WESTAF business hours from 8:30 a.m. to 5 p.m. Mountain Time, Monday through Friday.  

Essential Functions

  • Provide high-volume phone and email support to customers;
  • Offer step-by-step walkthroughs of client workflows by phone and email;
  • Support team efforts to maintain friendly, positive, and efficient client relations;
  • Identify and propose solutions for customer issues and bottlenecks;
  • Perform route administrative tasks to help maintain up-to-date customer records; and
  • Assist with special projects as needed.

Competencies

  • A professional demeanor and a positive, enthusiastic approach to customer service;
  • Ability to troubleshoot and communicate solutions to customers by phone and email;
  • General understanding of online systems and software;
  • Ability to defuse and resolve difficult customer service issues;
  • Adept at working in an environment with frequent interruptions; and
  • Familiarity with Photoshop or other digital image resizing tools is a plus.

Benefits
WESTAF offers the following benefits for part-time employees:

  • 401(k) with up to 5% match
  • 4 hours of sick leave per month

Pay Range
The pay for this part-time, coordinator-level position is $20.19 per hour.

Please send resume and cover letters to hiring@westaf.org by July 5, 2021.

ZAPP® Customer Support Coordinator

Position posting – WESTAF
ZAPP® Customer Support Coordinator

About WESTAF
Headquartered in Denver, Colorado, WESTAF (Western States Arts Federation) is a nonprofit organization that weaves together technology, thought leadership, and innovation to energize, network, and grow funding for public sector arts agencies.

About the Position
Reporting to the ZAPP manager, this position will support the customer service efforts for ZAPP and handle the operations and logistics for additional ZAPP system services, such as JuryBuddy™, ZAPP Onsite, and ZAPP Next. This position will help ensure the ZAPP team and its customers are set up for optimal efficiency and will contribute to a positive, customer-focused atmosphere. This role will directly contribute to a key impact in WESTAF’s 10-year vision and strategic plan, of increased customer satisfaction, acquisition, and retention. 

The ZAPP customer support coordinator will have a solid understanding of the business and its constituents and the ability to communicate effectively about ZAPP, as the position will lead tutorials and online training for new customers. In addition, this role will conduct end-user testing, draft new feature specifications, and will be able to understand and execute technical tasks in an agile environment.  

Essential Functions

  • Assist customers daily, by phone and email, with ZAPP system questions and account issues.
  • Process new customer contracts and onboard new clients. Lead trainings and demonstrations of ZAPP offerings. 
  • Build positive working relationships with customers for repeat business.
  • Complete business transaction tasks, including creating and sending invoices, sending payment reminders, and logging received payments. Maintain up-to-date customer records in ZAPP, Zoho, and PayPal. 
  • Coordinate customer jurying processes, including preparing system schedules, conducting quality assurance checks, and arranging shipment of materials. 
  • Resolve chargebacks independently and amicably by communicating with customers, identifying solutions for recouping lost funds, and handling correspondence through PayPal and Braintree. 
  • Troubleshoot and document ZAPP system errors and bugs. Draft specifications for new system features. 
  • Work directly with the Customer Experience team to ensure the highest level of customer service is being provided to artists and administrators alike.

Competencies

  • Positive, enthusiastic approach to customer service and customer education
  • Excellent written and verbal communication
  • Strong scheduling coordination and time management skills
  • Technology savvy
  • Aptitude for creative problem solving 
  • Able to manage rapidly shifting priorities
  • Commitment to diversity, equity, and inclusion
  • Familiarity of CRM and project management systems a plus

Benefits
WESTAF offers a competitive benefits package for all full-time employees, including:

  • Employer-paid health insurance
  • Employer-paid life and disability insurance
  • Dental insurance partially subsidized by employee
  • 401(k) with up to 5% match
  • 37.5 hour work week
  • Generous vacation and sick leave
  • 13 paid holidays

Salary Range
The salary range for this Coordinator-level position is $42,000 to $45,000. Starting salary will be established based on the skills the candidate will provide to achieve the essential and preferred functions.

Please send resume and cover letter to hiring@westaf.org by July 5, 2021.