Headquartered in Denver, Colorado, WESTAF (Western States Arts Federation) is a nonprofit organization that weaves together technology, thought leadership, and innovation to energize, network, and grow funding for public sector arts agencies.

About WESTAF: 

Headquartered in Denver, Colorado, WESTAF (Western States Arts Federation) is a nonprofit organization that weaves together technology, thought leadership, and innovation to energize, network, and grow funding for public sector arts agencies.

About the Position:  

Reporting to the director of business operations, this position will support the customer service efforts for ZAPP and handle the operations and logistics for additional ZAPP system services, such as JuryBuddy™, ZAPP Onsite, and ZAPP Next. This position will help ensure the ZAPP team and its customers are set up for optimal efficiency and will contribute to a positive, customer-focused atmosphere. This role will directly contribute to a key impact in WESTAF’s 10-year vision and strategic plan, of increased customer satisfaction, acquisition, and retention. 

The ZAPP customer support coordinator will have a solid understanding of the business and its constituents and the ability to communicate effectively about ZAPP, as the position will lead tutorials and online trainings for new customers. In addition, this role will conduct end-user testing, draft new feature specifications, and will be able to understand and execute technical tasks in an agile environment.  

Essential Functions

• Assist customers daily, by phone and email, with ZAPP system questions and account issues.
• Process new customer contracts and onboard new clients. Lead trainings and demonstrations of ZAPP offerings. 
• Build positive working relationships with customers for repeat business.
• Complete business transaction tasks, including creating and sending invoices, sending payment reminders, and logging received payments. Maintain up-to-date customer records in ZAPP, Zoho, and PayPal. 
• Coordinate customer jurying processes, including preparing system schedules, conducting quality assurance checks, and arranging shipment of materials. 
• Resolve chargebacks independently by communicating with customers, identifying solutions for recouping lost funds, and handling correspondence through PayPal. 
• Troubleshoot and document ZAPP system errors and bugs. Draft specifications for new system features. 

Qualifications

• Bachelor’s degree or equivalent combination of education and experience. 
• Excellent written and verbal communication.
• A positive, enthusiastic approach to customer service and customer education.
• Ability to manage multiple priorities and consistently meet established deadlines.
• Commitment to diversity, equity, and inclusion
• Familiarity of CRM and project management systems a plus

Compensation:  

• Compensation depending upon experience. 
• Competitive benefits package including fully-paid health benefits and 401k match provided.

WESTAF is an equal opportunity employer:  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.