Bilingual Customer Service Coordinator (Spanish)

Edsi-9; Katy (TX); On-site; USD 43,000 - 58,000; Full time

Benefits offered by this job

Benefits package

Job summary

EDSI is seeking a Customer Service Coordinator in Texas to serve as the first point of contact for jobseekers, providing high-quality service via phone, email, and in-person interactions. You will assist with virtual service navigation, direct individuals to workforce programs, and support access to career resources and opportunities.

Bilingual Spanish proficiency is required, and a Bachelor’s degree is preferred.

Qualifications

• Bachelor’s degree preferred, or equivalent experience.
• Bilingual in Spanish required.
• Prior experience and comfort with long periods on the phone.
• Strong knowledge of virtual platforms and how to help individuals navigate online websites.
• Strong verbal and communication skills.

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 the WorkInTexas system 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

Skills

Bilingual in Spanish

Excellent verbal communication

Customer service experience

Phone support experience

Education

Bachelor’s degree preferred

Tools

WAVE system

CRM

Job description

EDSI is seeking a Customer Service Coordinator in Texas to serve as the first point of contact for jobseekers, providing high-quality service via phone, email, and in-person interactions. You will assist with virtual service navigation, direct individuals to workforce programs, and support access to career resources and opportunities.

Bilingual Spanish proficiency is required, and a Bachelor’s degree is preferred.