Customer Experience Navigator

Educational Data Systems, Inc.; Katy (TX); On-site; USD 43,000 - 58,000; Full time

Job summary

Educational Data Systems, Inc. is seeking a Customer Service Coordinator in Texas to serve as the first point of contact for jobseekers, handling inquiries via phone, email, and in person.

The role supports navigation of the WorkInTexas system and directs individuals to appropriate workforce programs. The coordinator will schedule appointments using the WAVE system, maintain detailed interaction records, and refer complex inquiries to specialized units.

Qualifications

• Experience in customer service or B2C support.
• Ability to communicate effectively across phone, email, and in person.
• Proficient with scheduling and data-entry tasks.
• Familiarity with CRM systems and case management processes.

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

Skills

Customer service

Communication

Scheduling

CRM

Data entry

Tools

WAVE system

CRM

Job description

Educational Data Systems, Inc. is seeking a Customer Service Coordinator in Texas to serve as the first point of contact for jobseekers, handling inquiries via phone, email, and in person.

The role supports navigation of the WorkInTexas system and directs individuals to appropriate workforce programs. The coordinator will schedule appointments using the WAVE system, maintain detailed interaction records, and refer complex inquiries to specialized units.