Calendar Management, Communication Skills, Continuous Improvement, Customer Relationship Management (CRM), Customer Support/Service, Data Collection, Data Quality, Email Protocols/Standards, Hardware Virtualization, Market Surveys, Needs Assessment, Online Help, Organizational Skills, Presentation/Verbal Skills, Product/Service Launch, Record Keeping, Resolve Customer Issues, Spreadsheets, Telephone Skills, Time Management
Title: Customer Service Coordinator
Classification: Non-Exempt
Salary $50,000 year
Scope of Position:
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:
Key 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 WorkInTexas.com 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:
Education and Experience Requirements:
- Bachelor’s 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