Customer Service Coordinator

The Customer Service Coordinator ensures seamless communication between customers and the customer service team. They are responsible for managing incoming inquiries, coordinating resolution efforts, and maintaining accurate records of customer interactions. The Customer Service Coordinator is a central point of contact for customers and internal departments, facilitating efficient issue resolution and fostering positive customer relationships.   

Specific Responsibilities  

• Manage incoming customer inquiries via phone, email, or online chat, ensuring timely responses and resolution. 

• Coordinate with internal departments, such as sales, operations, and logistics, to address customer issues and inquiries effectively. 

• Maintain accurate and up-to-date records of customer interactions, including inquiries, complaints, and resolutions, in the CRM system. 

• Assist in the development and implementation of customer service policies, procedures, and standards to enhance efficiency and quality of service. 

• Provide support to customer service representatives, including training, coaching, and mentoring, as needed. 

• Monitor customer satisfaction levels and gather feedback to identify areas for improvement in service delivery. 

• Collaborate with cross-functional teams to implement solutions and process improvements aimed at enhancing the overall customer experience. 

• Stay informed about product updates, promotions, and company policies to provide accurate information to customers. 

General Responsibilities 

• Poses no direct threat to the health or safety of himself/herself, of others, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation.    

• Requires regular attendance to perform essential element as contained herein between the assigned start and end times for work.   

• Performs such individual assignments as management may direct.    

• Other duties as assigned.   

Education, Experience, and Licenses: 

• Required Education: High school diploma or equivalent.  

• Preferred Education: Associate or bachelor's degree in business administration, communications, or a related field.  

• Experience: Minimum of 1-2 years of experience in customer service or a related field and proficiency in CRM software and Microsoft Office suite.  

• Certifications/Licenses: None required, but certification in customer service or related field is a plus. 

Knowledge, Skills, and Abilities 

• Excellent communication and interpersonal skills.  

• Strong organizational and time management abilities.  

• Attention to detail and accuracy in record-keeping.  

• Ability to work effectively in a fast-paced, team-oriented environment.  

• Basic understanding of customer service principles and practices.  

• Familiarity with CRM systems and contact center operations.  

• Ability to prioritize tasks and manage multiple responsibilities simultaneously.  

• Adaptability to changing priorities and customer needs.  

• Problem-solving skills and ability to think critically under pressure.  

• Customer-focused mindset and dedication to providing exceptional service.