Customer Care Coordinator

ProDriven Global Brands; United States; Hybride; USD 35 000 - 50 000; Plein temps

Résumé du poste

ProDriven Global Brands is seeking a Customer Care Coordinator to deliver end-to-end support for internal and external customers, reflecting ProDriven’s commitment to exceptional service. CCCs build meaningful customer relationships, represent the organization professionally, and use strong communication, problem‑solving skills, and a customer‑first mindset to create positive experiences.

The CCC role involves timely responses, multi-channel support, empathetic issue resolution, and careful

Qualifications

• Diploma or related field preferred or equivalent work experience required.
• 1–3 years of direct customer service experience required.
• Intermediate level Microsoft Outlook, Word, PowerPoint skills; excellent interpersonal, written, and verbal communication skills; strong phone communication skills with a professional and personable demeanor.
• Travel 0%–10% travel domestically required.

Responsabilités

• Provide high‑quality support to customers by responding to inquiries, requests, and issues in a timely, professional, and solution‑focused manner.
• Use effective communication and problem‑solving skills to address customer questions, technical concerns, and account‑related needs through various channels.
• Enhance customer experience by identifying appropriate solutions and aiming for efficient, accurate resolution.
• Manage and resolve customer concerns with empathy and professionalism, escalating issues in alignment with established guidelines when needed.
• Investigate and correct account or service‑related discrepancies, ensuring accurate information and continuity of service.
• Proactively communicate with customers regarding updates, next steps, and actions required to support order or service fulfillment.
• Support processes related to customer orders, returns, credits, and other transactional activities as assigned.
• Oversee and coordinate day‑to‑day fulfillment or service workflows, addressing exceptions and ensuring smooth execution of assigned tasks.
• Review system‑generated reports or alerts and take appropriate action to understand, communicate, or resolve service or order status updates.
• Adhere to established procedures while maintaining accurate and thorough documentation of customer interactions and case activity.
• Perform other duties as assigned within the scope of responsibilities and requirements of the job.
• Carry out essential job functions and duties with or without reasonable accommodation.

Connaissances

Outlook

Word

PowerPoint

Interpersonal skills

Verbal comms

Written comms

Phone comms

Formation

Diploma or related field

Description du poste

Remote / Hybrid Status

Presently this position is in a hybrid status with a minimum of one day per week in the office for collaboration, teamwork, and business needs. The status and minimum in‑office requirements are subject to change based on evolving business needs.

Overview

The Customer Care Coordinator (CCC) plays a key role in delivering seamless, end‑to‑end support to both internal and external customers, ensuring every interaction reflects ProDriven’s commitment to exceptional service. CCCs build meaningful customer relationships, represent the organization professionally, and use strong communication, problem‑solving skills, and a customer‑first mindset to create positive experiences.

Responsibilities

• Provide high‑quality support to customers by responding to inquiries, requests, and issues in a timely, professional, and solution‑focused manner.
• Use effective communication and problem‑solving skills to address customer questions, technical concerns, and account‑related needs through various channels.
• Enhance customer experience by identifying appropriate solutions and aiming for efficient, accurate resolution.
• Manage and resolve customer concerns with empathy and professionalism, escalating issues in alignment with established guidelines when needed.
• Investigate and correct account or service‑related discrepancies, ensuring accurate information and continuity of service.
• Proactively communicate with customers regarding updates, next steps, and actions required to support order or service fulfillment.
• Support processes related to customer orders, returns, credits, and other transactional activities as assigned.
• Oversee and coordinate day‑to‑day fulfillment or service workflows, addressing exceptions and ensuring smooth execution of assigned tasks.
• Review system‑generated reports or alerts and take appropriate action to understand, communicate, or resolve service or order status updates.
• Adhere to established procedures while maintaining accurate and thorough documentation of customer interactions and case activity.
• Perform other duties as assigned within the scope of responsibilities and requirements of the job.
• Carry out essential job functions and duties with or without reasonable accommodation.

Team Member Expectations

• Own the customer experience by prioritizing customer needs and creating promoters of our products and services.
• Understand and adhere to corporate and departmental policies and procedures.
• Set clear expectations through accurate information and transparent communication.
• Educate customers on self‑service tools and resources.
• Actively participate in required training programs.
• Identify and communicate opportunities for process and system improvements.
• Maintain regular, consistent, and punctual attendance.
• Collaborate, share ideas, and contribute to continuous improvement as part of a team.

Qualifications

• Education, Licenses, and Certifications: Diploma or related field preferred or equivalent work experience required.
• Years of Experience and Knowledge: 1–3years of direct customer service experience required.
• Skills and Abilities: Intermediate level Microsoft Outlook, Word, PowerPoint skills; excellent interpersonal, written, and verbal communication skills; strong phone communication skills with a professional and personable demeanor.
• Travel Requirements: 0%–10% travel domestically required.