Customer Service Coordinator

Edsi-9; Houston (TX); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Benefits

Job summary

EDSI in Houston, TX is seeking a Customer Service Coordinator to be the first point of contact for jobseekers, delivering high-quality service via phone, email, and in-person interactions. This role supports virtual service navigation and guides individuals to workforce programs and career resources.

You will answer inquiries, manage appointments, maintain records, and collaborate with staff to ensure accurate daily data capture and positive outcomes.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• Strong phone handling experience.
• Proficiency with virtual platforms and navigating online websites.
• Excellent verbal and written communication skills.
• Experience delivering high-quality customer service.

Responsibilities

• Answer calls, emails, and web chats promptly.
• Schedule appointments using the WAVE system with staff or programs.
• Provide navigation support for WorkInTexas and Workforce Solutions programs.
• Route inquiries to appropriate staff and provide real-time guidance.
• Maintain accurate interaction records in WAVE/CRM and document all activity.
• Identify customer needs through questioning and active listening.
• Follow up to ensure needs are met and applications completed.
• Support surveys and continuous improvement initiatives.

Skills

Phone handling

Customer service

Verbal communication

Written communication

Problem solving

Education

Bachelor’s degree preferred

Tools

WAVE system

CRM

Job description

Job Description:Title: Customer Service CoordinatorSalary: $50,000 + benefitsClassification: Non-ExemptScope 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.Essential Functions:Answer calls, emails, and web chats inquiries in a timely mannerSchedule appointments using the WAVE system with appropriate staff or programProvide general navigation support for the WorkInTexas system and Workforce Solutions programsRefer complex or specialized inquiries to specialized units, such as Employer Engagement, Community Engagement, etc.Maintain accurate interaction records in WAVE and/or CRMIdentify customer needs through strategic questioning, active listening, and expectation clarificationProvide information on appropriate services and address customer questions or concerns professionallyRoute customers to the correct staff or department and provide real-time guidanceConduct follow-up to ensure customer needs are met and applications are fully completedSupport system-wide customer surveys, outreach efforts, and continuous improvement initiativesDocument all calls and emails using a standardized spreadsheet and update resource guides for service providers and points of contactMaintain current knowledge of programs by attending daily meetings, reviewing new service launches, and collaborating with service providersTrack all services provided using the state system of record and team-wide reporting platform, ensuring accurate daily data captureEngage with diverse individuals professionally and contribute to a positive, solution-focused workplaceOther opportunities as availableEducation and Experience Requirements:Bachelor’s degree preferred, or equivalent experiencePrior experience and comfortability with long periods on the phoneStrong knowledge of virtual platforms and how to help individuals navigate online websitesStrong verbal and communication skillsExperience in delivering high-quality customer serviceMust have reliable transportation to and from the worksite and other required locationsJob AdCareer NavigatorGulf Coast RegionDo you have a passion for making a difference in someone’s life? Are you looking for an opportunity to use your skills, experience, and empathetic nature to work for a progressive, forward-thinking and family-owned company where creativity is encouraged? Are you goal driven? Then the Customer Service Coordinator position is for you! We are seeking a dynamic and team-oriented individual to join our spirited team.As a Customer Service Coordinator, you are 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.Essential Functions:Provide general navigation support for the WorkInTexas system and Workforce Solutions programsIdentify customer needs through strategic questioning, active listening, and expectation clarificationSupport system-wide customer surveys, outreach efforts, and continuous improvement initiativesMaintain current knowledge of programs by attending daily meetings, reviewing new service launches, and collaborating with service providersTrack all services provided using the state system of record and team-wide reporting platform, ensuring accurate daily data captureEngage with diverse individuals professionally and contribute to a positive, solution-focused workplaceEducation and Experience Requirements:Bachelor’s degree preferred, or equivalent experiencePrior experience and comfortability with long periods on the phoneStrong knowledge of virtual platforms and how to help individuals navigate online websitesStrong verbal and communication skillsExperience in delivering high-quality customer serviceMust have reliable transportation to and from the worksite and other required locationsAbout EDSI:EDSI is a progressive, forward-thinking, family-owned company that is B Corp Certified. Bring your expertise to EDSI where you can live our values of Show Up, Smile, and Support every day!EDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.