Fulfillment Coordinator

Position Summary

The Exit Planning Institute (EPI) is seeking a Fulfillment Coordinator to join our dynamic team in delivering outstanding support to our growing volume of participants in our professional certification program. This person will work within the Operations department and is responsible for various customer service-related functions, including but not limited to working with clients as they onboard, attend, and debrief from the Certified Exit Planning Advisor (CEPA) Program. This individual will also be responsible for items such as maintaining accurate client records in the CRM system as well as general customer service responsibilities. The ideal candidate for this position is patient, proactive, and professional while providing client support, resolving problems, and prioritizing tasks in a fast-paced, rapidly growing company.

Key Responsibilities and Duties

• Own the relationship with clients through onboarding, implementation/training, and debriefing of the Certified Exit Planning Advisor (CEPA) program
• Track participant progress, attendance, and completion of coursework
• Track and report on key program metrics, such as enrollment numbers, attendance and survey feedback
• Manage incoming phone calls and emails to resolve client issues/questions or connect to the appropriate individual(s)
• Review and approval of continuing education credits required for current members
• Maintain detailed, accurate records of client activity within the CRM system (HubSpot)
• Ensure that clients leverage our ongoing support, resources, and training
• Identify areas for improving the client experience and internal processes

Position Qualifications and Skills

• Bachelor’s degree preferred
• Experience in a customer service or similar role required
• Strong phone skills required
• Excellent attention to detail
• Ability to multi-task, prioritize, and manage time effectively
• Excellent communication and presentation skills
• Punctual
• Proficiency with Microsoft Office Suite as well as HubSpot or related CRM applications
• Excellent problem-solving skills
• Must be motivated and able to work with minimal supervision

Salary and Benefits (starting salary based on experience)

• Status: Full time, Hybrid (8AM – 5PM; Monday – Tuesday in office; Wednesday – Friday optional work from home)
• Starting salary: $40,000 – $50,000 (depending on experience)
• Upon 90-day review
• Eligible to enroll in the EPI Insurance Program (Health, Vision, and Dental all available)
• Eligible to enroll in EPI’s 401k program
• Eligible for use of Unlimited Paid Time Off

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Westlake, OH 44145