Customer Service Coordinator (Future Team Lead)

Blue-Pencil Information Security Inc.; Oakville; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Coordinator with the potential to evolve into a Team Lead role within a year. This position is perfect for a motivated individual who excels in client communication, account management, and process improvement. You'll be the key contact for customer inquiries, ensuring satisfaction and retention while analyzing data to enhance service delivery. If you have a passion for customer service and a knack for leadership, this role offers a fantastic opportunity for growth and development in a supportive environment.

Benefits

Competitive salary based on experience

Path to Customer Service Team Lead

Additional compensation for leadership responsibilities

Qualifications

• 3+ years in a customer-facing role with excellent service delivery.
• Strong leadership skills and problem-solving abilities are essential.

Responsibilities

• Serve as the primary contact for customer inquiries via phone and email.
• Onboard new clients and manage client accounts effectively.

Skills

Customer Service Expertise

Leadership Potential

Problem-Solving Skills

Organizational Skills

Technical Proficiency in Microsoft Excel

Communication Skills

Self-Motivation

Adaptability

Tools

Microsoft Office Suite

CRM or ERP software

Job description

Customer Service Coordinator (Future Team Lead)

The Customer Service Coordinator will act as the primary contact for customer inquiries via phone and email, ensuring high levels of service, accuracy, and professionalism. This position involves onboarding new clients, managing client accounts, and resolving complaints to ensure customer satisfaction and retention. The ideal candidate will also be responsible for improving processes, maintaining accurate client records, and contributing to internal projects.

This position is expected to grow into the Customer Service Team Lead role within 12 months, making this an exciting opportunity for a highly skilled, ambitious, and self-motivated individual with strong leadership potential.

Key Responsibilities

1. Client Communication
   1. Serve as the primary point of contact for customer correspondence, including handling emails and phone calls.
   2. Address client inquiries, resolve complaints, and escalate issues as needed.
   3. Communicate account terminations or cancellations, ensuring solutions are favourable to both the client and the company.
2. Client Account Management
   1. Onboard new clients, coordinating the delivery of appropriate resources for successful setup.
   2. Verify and update client service rates, ensuring accuracy across systems.
   3. Maintain and update client files, agreements, and internal reports to ensure data accuracy.
3. Reporting and Data Analysis
   1. Analyze reports in Excel, manipulate data to identify trends, and present findings to management.
   2. Provide insights into client behavior and recommend process improvements.
4. Process Improvement and Projects
   1. Streamline existing workflows, create or maintain operating procedures, and improve file management systems.
   2. Work on active projects, independently or with the team, to enhance efficiency and customer satisfaction.
5. Team Support and Cross-Training
   1. Cross-train on other customer service and administrative positions to act as backup when needed.
   2. Collaborate with the Dispatch Coordinator to handle overflow calls and inquiries.
   3. Support management and executives with various internal projects.

Qualifications

1. Customer Service Expertise: 3+ years of experience in a customer-facing role with a proven track record of delivering excellent service.
2. Leadership Potential: Strong leadership and interpersonal skills, with the ability to grow into a team lead role.
3. Problem-Solving Skills: Creative and proactive in resolving issues to meet client and company needs.
4. Organizational Skills: Highly organized, detail-oriented, and able to multitask effectively in a fast-paced environment.
5. Technical Proficiency: Intermediate or advanced skills in Microsoft Excel (data manipulation, creating reports) and Microsoft Office Suite. Experience with CRM or ERP software is an asset.
6. Communication Skills: Exceptional written and verbal communication abilities.
7. Self-Motivation: Capable of working independently or collaboratively in a team setting.
8. Adaptability: Comfortable taking on new responsibilities and supporting cross-functional roles as needed.

Compensation and Growth

1. Competitive salary based on experience.
2. Path to Customer Service Team Lead within 12 months, with additional compensation for leadership responsibilities.