Customer Support

• Provides support to employees by resolving IT issues, managing internal requests, or addressing any internal system concerns.
• Acts as a liaison between departments to ensure smooth communication, resolve conflicts, and address concerns related to internal operations.
• Helps new coaches and assistant coaches understand and use internal systems or resources, including tools for customer service.
• Assists in identifying inefficiencies in internal workflows or processes and suggests improvements.
• Manages internal resources, like help desks or tools, to support company functions.
• Analyzes internal data and reports on support trends to improve internal processes and service delivery.
• Manage the internal resources and tools that the coaching team uses to deliver training. This could include customer relationship management (CRM) software, coaching platforms, webinar tools, and scheduling systems.
• Act as the bridge between the external support team and the coaching team. The internal coordinator communicates with coaches about client issues, content feedback, and improvements needed based on the external team’s reports.
• Manage the scheduling of coaching sessions and track registrations for events.
• Handle any internal issues related to the systems used for coaching, such as software bugs, user access problems, or scheduling conflicts. They would coordinate with IT or external vendors to resolve technical issues that may impact the coaching experience.
• Continuously work to improve internal processes for delivering coaching services more efficiently, such as streamlining onboarding, reducing response times, or automating scheduling and communication.
• Analyze client engagement and progress data, such as how often clients are attending coaching sessions, whether they’re completing assignments, or if they’re applying what they’ve learned. Share insights with external teams to help improve coaching or customer support strategies.
• Track key performance indicators (KPIs) for the business, such as client retention, satisfaction scores, or workshop attendance. This data can help refine the coaching program and internal processes.
• Act on feedback from the external team or clients to enhance coaching materials, customer service, or operations. This could mean adjusting the coaching schedule, offering additional support materials, or making operational improvements.
• Provide internal coaching staff with the support they need to deliver effective coaching to clients. This could involve arranging training for coaches, offering administrative support, and helping them with tools and resources.
• Ensure that all internal team members (e.g., coaches, content creators, support staff) are aligned in their approach and that there’s a consistent internal process to meet the needs of external customers (auto shop owners).

Internal Customer Support Coordinator

Application Support Specialist

Senior Lifecycle Support Specialist

Customer Service Rep

Claims Support Specialist II