Connect Coordinator

Job Overview:

The Connect Coordinator is responsible for the utilization, training, support, and management of the Connect system. This position will create, maintain, and distribute user guides, facilitate group and one-on-one training, and serve as the primary contact for all market Connect questions.

Your Responsibilities:

Training & Development

• Schedule and facilitate Connect training sessions for new hires and existing staff as required, including setting up user profiles.
• Provide refresher training on specific features and modules by request.
• Manage and facilitate in-market Connect training to ensure comprehensive system understanding and adoption.
• Create, maintain, and distribute user guides for Connect, Connect Resident Portal, and mobile apps (including full system administrator guides, module-specific guides, and community navigation guides).
• Field questions and provide further training and guidance to end users as needed.
• Support Connect Leads in other markets by providing coaching and answering questions.

Technical Support

• Troubleshoot and resolve integration issues with other platforms, including but not limited to WelcomeLink, Jenark, and Qualtrics.
• Research system issues and provide solutions where possible or submit bug tickets for resolution by the National Team.
• Plan and implement local rollouts of new modules, system updates, and mobile apps.
• Maintain user access rights, system configurations, and ensure data integrity across platforms.
• Conduct User Acceptance Testing (UAT) for system enhancements, bug resolutions, and new/revised modules.
• Partner with Customer Care to drive improvements in info center quality and FirstCall Resolution metrics.
• Troubleshoot and escalate issues related to property managers' concerns an operational incidents.
• Assisting in resolving Connect related tickets in Zendesk.
• Assist in resolving HODA escalations.
• Assist in reporting and analytics related to resident care products.

System Implementation & Enhancements

• Oversee the import of data from accounting systems to Connect for new properties.
• Collaborate with the National Team to submit enhancement requests and provide feedback for system improvements.
• Support the setup, maintenance, and optimization of modules and features within the Connect system.

Meetings & Collaboration

• Participate in Board Meetings, Sales Meetings, and other relevant calls to demonstrate the platform and discuss its capabilities,
• Participate in regularly scheduled meetings, including Property Manager's meetings, Office Manager's meetings, and Connect Forum calls.
• Meet with Executive Leadership/Regional Directors to support Connect adoption and provide data-driven insights.
• Provide data and input to support executive decision-making and process improvements.

Leadership & Process Improvement

• Identify and correct concerns with processes and procedures, implementing necessary changes or providing suggestions for improvement.
• Work as a liaison between administrative teams and Connect support functions, ensuring smooth communication and operational alignment.
• Assist sales and marketing teams with promotion and advertising of Connect capabilities, including the Resident Portal and mobile apps.
• Identify and implement process changes to assist with the success of HODA

Other Duties

• Provide feedback to corporate IT support teams and contribute to special projects, product rollouts, and system enhancements.
• Distribute audit reports and analyze system usage with Supervisors and Regional Directors.

Skills & Qualifications:

• Associate's or Bachelor's degree in an applicable field (or equivalent experience)
• Property management and/or IT background
• Advanced knowledge of Microsoft equipment, operating systems, software and browsers
• Knowledge and experience with other internet applications, web browsers and software, including mobile devices and apps
• Experience with customer service and operational support
• Data management, problem-solving and troubleshooting expertise
• Ability to prioritize and multi-task to meet deadlines
• Works well independently and as a team player
• Handles complaints diplomatically
• Demonstrates leadership qualities and abilities
• Highly organized and attentive to detail
• Works efficiently under pressure
• Excellent written and verbal comprehension and communication skills
• Self-starter and resourceful problem-solver
• Maintains a professional and personable demeanor at all times
• Willingness to go above and beyond
• Handles change in a positive manner
• Conduct timely follow-up on items of concern
• Builds strong rapport with co-workers, clients and customers

Physical Requirements:

• Sitting at a desk for extended periods of time
• Use of computer equipment; Desktop PC, Laptop/Tablet, external hardware
• Transportation mobility to/from properties and meetings
• Ability to move up to 30 pounds

Travel:

• Travel to properties for the purpose of equipment installation/software setup and training
• Travel to Board Meetings and Sales meetings as required

What We Offer:

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.

Compensation: $28.84 – $31.25 / hour

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.