Customer Service Coordinator

Job Summary:

The Customer Service Coordinator has a vital role within our company, acting as the first point of contact for customers and ensuring their needs are met with efficiency and professionalism. This role requires excellent communication skills, a customer-first mindset, and the ability to handle various tasks simultaneously.

Key Responsibilities:

1. Customer Interaction:
   • Respond to customer inquiries via phone, email, and direct customer service portal in a timely and courteous manner.
   • Provide accurate, valid, and complete information by using the right methods/tools.
   • Ensure a positive customer experience throughout the service process.
2. Order Management and Scheduling:
   • Process service orders and customer requests promptly and effectively.
   • Coordinate and schedule service calls based on customer requests and technician availability.
   • Communicate with customers to confirm appointment details and address any scheduling conflicts.
3. Administration and Reporting:
   • Maintain accurate and up-to-date records of service schedules, customer interactions, and relevant details.
   • Prepare service reports on customer satisfaction and feedback.
   • Assist in maintaining a comprehensive database of customer information.

1. Collaboration:

2. • Work closely with service technicians to communicate schedule changes, updates, and additional needs.
   • Collaborate with service management and other departments to ensure seamless customer service delivery.
   • Participate in team meetings and contribute to continuous improvement initiatives.

3. Continuous Improvement:

   • Provide feedback on the efficiency of the customer service process.
   • Identify and implement improvements to enhance the customer experience.
   • Stay informed about product and service knowledge to support customer queries effectively.

Qualifications:

• Proven customer support experience or coordination role.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication skills, both verbal and written.
• Ability to multi-task, prioritize, and manage time effectively.
• High school diploma: further education in relevant fields is a plus.

Personal Attributes:

• Empathetic and customer-focused.

• Team player with a positive attitude and willingness to learn.

• Strong problem-solving and organizational skills.

• Adaptability to evolving processes and procedures.

Working Conditions:

• Work will be in an office environment.

Performance Measurements:

• Customer Satisfaction
• Documentation Accuracy and Completeness
• Professional Development
• Feedback and Improvement Initiatives

The duties listed cover what are generally considered to be primary and essential functions of the position.  Specific circumstances may allow or require someone assigned to the job to perform a somewhat different combination of duties.  Communication Innovators reserves the right to change job duties as needed to meet business goals and operational needs.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.