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Form of workJob Description
Preferred location: LA, GA, DE, TX
Compensation: $42,000-$47,000 annual salary
Perks & Benefits:
● Full-time Work From Home Role
● Flexible Work Schedule within remote work from home policy
● PTO - 10 paid days off per calendar year (prorated based on start date)
● Paid Holidays (New Year’s Day, MLK Day, Memorial Day, Independence Day, Thanksgiving Day, Christmas Day)
● Corporate Cell Phone (if needed for role)
● Internet/Tech Stipend paid 2x/year
● Occasional company paid and sponsored business travel
● Complementary Membership into the Multifamily Movement program(s)
● Opportunity to earn performance bonuses
Position Summary:
Support the organizational mission, vision, and values by exhibiting the following behaviors: excellence and competence, commitment to the business, operations accountability, and ownership of work output with an entrepreneurial mindset. It is the expectation that all employees are collaborative with all departments and other employees by sharing innovative ideas and institutional knowledge.
The Multifamily Movement is a movement of multiple families coming together to create re-generational wealth and enter into the asset class. Our vision To be the Leading Education & Execution Company and Community for Mastering Your Mind and Money. Our goal is to help 100,000 families achieve $1,000,000 in net worth by 2050 so that we may have life and have it more abundantly.
Each week, we have new students joining our online programs. We recognize that additional support beyond the main program components may be necessary to improve the likelihood of member success. Because we are not just here for the transfer of information but to create transformation in the lives of our members, we are committed to providing additional support through this role to bolster member engagement for increased member success. While we will continue to use technology and our community in various ways to hold our members accountable, this role adds an additional layer of direct human interaction and oversight to our processes.
The principal role of the Client Success and Community Coordinator is to assist program members by strategically working to improve the member experience, ensuring continuity in program engagement, and ensuring member success through the coordination of resources, community facilitation, member outreach, and more..
Essential Functions:
Client Success
○ Monitor 3rd party platforms for indications of member challenges with the curriculum.
○ Refer members to coaching, hot seat calls, and/or market meet-ups for additional support.
○ Identify ways to improve the member experience and/or program efficacy as it relates to course completion and program goals.
○ Handle scheduling issues between coaches and members.
○ Connect program partners as appropriate.
Community Engagement
○ Setup and manage program community groups and sub-groups as appropriate, which includes identifying, onboarding, training, and coordinating activities of member group leaders, and creating groups on 3rd party platforms (i.e. social media or other community forum).
○ Engage and initiate weekly new members welcome posts/correspondence via 3rd party platforms.
○ Monitor and ensure interaction and presence of member group leaders within groups and sub-groups on 3rd party platforms.
○ Monitor 3rd party platforms for customer support related questions and seek to reroute them to the customer support desk or answer them in the appropriate forum.
○ Monitor community interactions and engagement on 3rd party platforms to ensure Multifamily Movement community standards are upheld.
○ Take action to suspend, mute, or set post permissions for members as necessary in compliance with 3rd party and/or Multifamily Movement community standards.
Data Collection and Management
○ Follow up with program members to obtain track/document information regarding their program success. This may vary based on the program(s) assigned.
○ Follow up with Multifamily Movement members to obtain video testimonials to share and post as needed.
○ Periodically review and evaluate the member experience to include the curriculum, bonuses, coaching, community group and sub-groups, and events.
○ Identify problems and develop potential solutions to resolve or improve any identified issues.
Event Planning
○ Serve on the event planning team, taking on specific responsibilities as assigned.
3rd party Systems Integrations
○ Manage and assist with 3rd party system integrations for business operations when assigned.
○ Attend relevant programming and administrative meetings with 3rd party vendors to assist in the success of project/system/technology migration.
○ Provide feedback to assist 3rd party vendors in addressing issues concerning automations or process fluidity.
○ Provide critical feedback and hands on support with 3rd party vendors to refine the backend systems to improve the Multifamily Movement member experience when requested.
Customer Service, Sales and Member Support
○ Ensure all Multifamily Movement members in assigned program(s) receive the following timely within program operations and procedures:
Workbooks and other materials including books, tee-shirts, etc.
○ Work with 3rd party vendors as assigned on behalf of customers and MFM leadership to address inquiries concerning the system operation and/or customer experience.
Work to resolve these issues, escalating inquiries as necessary to the appropriate MFM leadership along with potential resolutions.
○ Provide customer service support to the Customer Retention Specialists to address backlog and/or times of high ticket or call volumes.
○ Respond to customer support inquiries related to retention, program questions, program partners, etc.
○ Schedule and facilitate informational calls with potential program partners (i.e. certified agents, certified lenders, coaches, etc) to confirm qualifications and ensure organizational fit and alignment to support member success.
Administration
○ Upload Weekly Call recordings to the course platform. Upload materials, recordings, meetings, and training content to the shared community platforms.
○ Communicate as appropriate with virtual assistants about member issues.
○ Assist in the hiring, on-boarding, and training of team members as appropriate and requested (i.e., participate on the interview team, train on particular processes/systems, etc).
○ Share member retention and success strategies with other team members that support the customer experience and member success.
○ Research, compile, and prepare reports, manuals, correspondence, standard operating procedures, or other information required by management or partners concerning assigned program(s) or other responsibilities.
○ Attend the weekly team meeting and report on KPIs and be prepared to share wins and challenges with potential solutions.
○ Work to compile data for KPI reporting on behalf of the members, staff, and MFM organization that reflect the client experience, community engagement and overall member success and provide information for process improvement, effectiveness, and efficiency.
○ Attend any additional designated team or one-on-one meetings.
○ Attend quarterly team retreats in person unless it is virtual.
○ Inform management 10 business days in advance if meetings or timelines for deliverables can’t be met.
○ All other duties as assigned by management or MFM leadership team.
Job Requirements
● Bachelor’s degree in Business, Management, Administration, or Entrepreneurial Studies is preferred
● A minimum of two years prior experience in administration of customer service or coaching programs
● A minimum of two years prior experience in onboarding, orientation, and/or training
● Familiarity with various online customer support platforms and social media outlets, or the ability to learn such platforms as Kartra, FreshDesk, ZenDesk, Facebook Groups, Mighty Networks
● Experience with IOS platforms such as iWork Pages or Word, Numbers or Excel, Keynote (preferred) or PPT, Google Docs & Spreadsheets
● Excellent written and verbal communication skills
● Aptitude for multi-tasking. Exceptional organizational, time management, and problem-solving skills.
● Must be able to work cooperatively and efficiently in a team.
● Ability to present information in a clear and confident manner
● High level of professionalism and discretion with handling sensitive information
● Ability to spend the majority of the workday on the phone and/or computer
● Ability to maintain a positive attitude and demeanor when faced with difficult situations or people
● Ability to work independently and collaboratively
● Willingness and ability to attend periodic meetings and company events at other locations throughout the country (at the expense of the company)
Work Hours:
This position requires 40 hours per week. The incumbent has flexibility to establish their own schedule that they will abide by on a consistent basis and should include attendance at the weekly team meeting. Standard work from home availability hours must be between 8:00am and 10:30pm EST/CT.
Work Environment
This position is a work from home role and job duties will be performed in the location of the employee’s choosing, either in a home office or co-working space (at the employee’s expense). A private, professional, and confidential space must be available for meetings, calls etc.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The employee in this position will use their hands, wrists, and fingers for typing and working on the computer. They will be required to sit or stand for extended periods of time, while using a computer and/or phone for the duration of their workday. The incumbent must have strong vision abilities as the role will require extended screen time and long hours on the computer. Occasional travel to company events will be required and may include walking and stair climbing; building accessibility cannot always be guaranteed when traveling to clients or special events.
Position Type/Work Hours
This is a regular, full-time exempt position. Work hours are flexible and are prioritized to meet the needs of our customers, and therefore require that some duties are completed on specific days and times. A typical work schedule will be set between the hours of 8:00 a.m. and 10:30 p.m. EST. There may be occasional evening or weekend hours required. Full time employees are expected to work 40 hours per week. The employee is expected to be available in a combination of audio and visual when performing work.
Travel
Occasional travel may be necessary for business and team events. The person in this role will receive an advanced notice within 14 business days of any required business travel.
Work Authorization
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
Other Duties
This job description covers the essential functions for the role and is not an exhaustive list of all required duties, tasks, and responsibilities of the employee in this position. Other reasonable and necessary duties, tasks, and responsibilities may be assigned on an as needed basis during the normal course of business.
Multifamily Movement is an Equal Opportunity Employer
Multifamily Movement provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Multifamily Movement complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Multifamily Movement expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Multifamily Movement employees to perform their job duties may result in discipline up to and including employment termination.
Criminal Background checks will be conducted for candidates offered employment.
