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Coordinator I (Customer Relationship Coordinator)
Harvard University T.H. Chan School of Public Health
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Coordinator I (Customer Relationship Coordinator)

Harvard University T.H. Chan School of Public Health

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Details
Posted:
March 9, 2021
Location:
USA - MA - Boston
Salary:
Open
Type:
Full-time
The Center for Executive and Continuing Professional Education (ECPE) provides executive education and continuing education courses that encourage leadership development and provide the knowledge and skills that students need to improve organizational performance. Our portfolio of executive education programs and continuing education courses cover topics including leadership, management, research improvement and innovation, public health education, environmental health and safety, nutrition, health policy, and organizational strategy.

Reporting into the Manager of Marketing Strategy and Enrollment, the Customer Relationship Coordinator (CRC) maintains a high level of professionalism, teamwork, and a focus on customer service to ensure smooth enrollment process of executive and continuing education program participants. They make recommendations on ways to improve the conversion process (including the inside sales process) and collaborate with a wide range of internal and external contacts to communicate accurate and informative program-related information to increase enrollment in courses. The CRC works with their manager and marketing colleagues on administrative activities, anticipates and resolves problems, and updates their supervisor on status of projects.

Duties and responsibilities include, but are not limited to, the following:
  • Engages with potential program participants, by both email and telephone; updates and manages templates for outgoing communications
  • Tracks applications and registrations, updates status of a participant in the database, generates status communications to send to participants, and oversees all enrollment information
  • Utilizes the CRM (Salesforce) to manage contacts and communications
  • Collects and reports data for conversion process and other marketing efforts
  • Updates HubSpot workflows and lead nurturing emails to capture new participants
  • Processes invoices and tracks expenses
  • Contributes ideas for the improvement of department processes and procedures
  • Perform other duties as assigned
PLEASE NOTE: Shortlisted candidates with be required to complete a writing assessment as part of the interview process.

PLEASE NOTE: The primary work location for this position is Boston, Massachusetts. Until our return to campus, which is still to-be-determined, this interview process and position will be conducted virtually – including virtual interviews, remote onboarding, and remote work. The remote nature of this position is only temporary. Local, on-campus work will be required as a condition of continued employment once the School and this role return to an operational status that supports it.

  • Harvard University requires pre-employment reference checks and background screenings.
  • This position has a 90 day orientation and review (O&R) period. The O&R period will be waived for any internal Harvard employee transfers.
  • The Harvard T.H. Chan School of Public Health does not provide visa sponsorship for administrative and staff positions.
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The Harvard T.H. Chan of Public Health is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – including fostering respect for all, serving the greater good, and welcoming individuals from diverse backgrounds, experiences, and perspectives. To learn more about the Chan School's mission, objectives, and core values, please visit our website here.

Harvard offers an outstanding benefits package including:
  • Time Off: 3- 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
  • Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
  • Retirement: University-funded retirement plan with full vesting after 3 years of service.
  • Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
  • Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
  • Wellness Options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
    Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Join the Harvard T.H. Chan School of Public Health to support our mission of health research and education, and to be a part of the oldest institution of higher learning in the country!

Salary Grade: 054

Union: 55 - Hvd Union Cler & Tech Workers

  • 3+ years of related experience required; a combination of education and experience may be considered


  • Bachelor's Degree is strongly preferred
  • Experience in customer service strongly preferred
  • Proficiency in Microsoft Office (Excel, Word, Power Point) strongly preferred
  • Proficiency in Salesforce or another CRM, or HubSpot/Pardot is a plus
The position prefers a team player with a passion for customer service and a willingness to work with potential customers and groups within ECPE. Aptitude to understand the spectrum of ECPE programs and confidently speak about these programs with potential participants. Proactive nature and readiness to contact potential customers by email and phone with an attention to customer service. Comfortable with face to face customer interactions (via Zoom currently, and in person when normal operations resume) and navigating ambiguity. Prioritizes and manages multiple tasks with high attention to detail, organizational and effective time management. Works effectively independently as well as a part of a team. In addition, must possess excellent written, verbal, and interpersonal communication skills and proofreading skills

EQUAL OPPORTUNITY EMPLOYER: We are 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.

Internal Number: 53454BR
About Harvard University T.H. Chan School of Public Health
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.
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