Customer Service Coordinator
Customer Service Coordinator
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview
Salary $50000 year
The Customer Service Coordinator serves as the first point of contact for jobseekers providing high-quality customer service through phone email and in-person interactions. This position will assist with virtual service navigation direct individuals to appropriate workforce programs and support jobseekers in accessing career resources and employment opportunities.
Responsibilities
- Answer calls emails and web chats inquiries in a timely manner
- Schedule appointments using the WAVE system with appropriate staff or program
- Provide general navigation support for and Workforce Solutions programs
- Refer complex or specialized inquiries to specialized units such as Employer Engagement Community Engagement etc.
- Maintain accurate interaction records in WAVE and/or CRM
- Identify customer needs through strategic questioning active listening and expectation clarification
- Provide information on appropriate services and address customer questions or concerns professionally
- Route customers to the correct staff or department and provide real-time guidance
- Conduct follow-up to ensure customer needs are met and applications are fully completed
- Support system-wide customer surveys outreach efforts and continuous improvement initiatives
- Document all calls and emails using a standardized spreadsheet and update resource guides for service providers and points of contact
- Maintain current knowledge of programs by attending daily meetings reviewing new service launches and collaborating with service providers
- Track all services provided using the state system of record and team-wide reporting platform ensuring accurate daily data capture
- Engage with diverse individuals professionally and contribute to a positive solution-focused workplace
- Other opportunities as available
Qualifications
- Bachelors degree preferred or equivalent experience
- Prior experience and comfortability with long periods on the phone
- Strong knowledge of virtual platforms and how to help individuals navigate online websites
- Strong verbal and communication skills
- Experience in delivering high-quality customer service
- Must have reliable transportation to and from the worksite and other required locations
Required Experience:
IC
Employment Type
Full-Time
