Customer Success Coordinator

The scope of this position provides a key role in the onboarding and supporting of Covalent Metrology’s growing client base. This position requires strong administrative, organizational, and customer service skills to ensure seamless experiences for new and existing customers. In this role, you will be responsible for guiding customers through the onboarding process, become an integral part of fostering strong client relationships, and provide ongoing administrative and operational support to ensure seamless service delivery.

• Guide clients through service request submissions, providing assistance with forms, documentation, and process navigation.
• Track and follow up on service requests, project timelines, and customer communications to ensure a seamless experience.
• Help clients access and use Covalent’s customer portal, providing basic guidance and troubleshooting support.
• Manage data entry and organization within Covalent’s CRM, customer portal, and internal tracking systems.
• Maintain accurate and up-to-date client records, including service requests, project details, and communications.
• Process vendor setup forms, NDAs, contracts, and service agreements, ensuring compliance with company policies.
• Assist with billing, invoicing, and purchase order tracking, coordinating with finance and sales teams.
• Handle and monitor Teams phone calls, ensuring timely and professional responses to client inquiries.
• Manage and update client playbooks within 3^rd-party chat bot platform, ensuring accurate and helpful automated responses.
• Work closely with internal teams to ensure smooth project workflows and resolve administrative issues.
• Monitor service timelines and deadlines, ensuring customers receive updates and necessary follow-ups.
• Identify opportunities for improving administrative processes to enhance efficiency and customer satisfaction.
• Support the development of client resources, FAQs, and training materials to improve the customer’s experience.
• Assist in client outreach initiatives, including scheduling follow-ups, sending reminders, and gathering feedback.
• Maintain a high level of customer engagement, ensuring consistent communication and satisfaction tracking.
  Collaborate with sales and marketing teams to support promotional efforts, customer onboarding, and retention programs.

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 1-3 years of experience in customer service, administrative support, or office operations.
• Prior experience in a fast-paced environment managing multiple clients or accounts.
• Exposure to contract processing, vendor forms, or corporate service agreements.

Beneficial Experience:

• Strong administrative and organizational skills, with experience in customer service, administrative support, or operations roles.
• Excellent communication skills, with the ability to interact professionally with clients and internal teams.
• Attention to detail and ability to manage multiple tasks efficiently.
• Ability to review contracts, vendor forms, and service agreements, ensuring completeness and accuracy.
• Experience with data entry and CRM systems (e.g., HubSpot, Salesforce, or similar platforms).
• Experience in billing, invoicing, or purchase order processing.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Google Workspace (Docs, Sheets, Gmail).
• Familiarity with Teams phone call handling or similar communication platforms.
• Experience managing AI bot platforms and playbooks is a plus.

Physical Requirements:

• Sitting & standing for long periods of time in an office on-site setting
• Phone and computer operations for the majority of the work
• Lifting 15 lb. safely occasionally
• Mainly indoor controlled office environment.

Salary Range: $30 to $35 hourly