Customer Service Coordinator

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

Title

Customer Service Coordinator

Salary

$50,000 + benefits

Classification

Non-Exempt

Bilingual Proficiency

Bilingual proficiency in English and Spanish is required.

Scope 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 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

Education and Experience Requirements

• Bachelor’s degree preferred, or equivalent experience
• Bilingual in Spanish required
• Prior experience and comfortability with long periods on the phone
• Strong knowledge of virtual platforms and how to help individuals navigate online websites
• Strong verbal and communication skills
• Experience in delivering high-quality customer service
• Must have reliable transportation to and from the worksite and other required locations

Equal Opportunity Statement

EDSIs an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Our Mission Statement

We must strive to create enthusiasm in our clients, see through their eyes, understand their needs and deliver more than they expect.

Why We Do What We Do At EDSI

• We believe we can help our customers overcome their most challenging obstacles
• We believe in seeing through other people's eyes
• We believe that we can make a difference in people's lives
• We believe in meeting people where they are today and helping them to realize a better tomorrow
• We believe in living our professional lives in service to others

About EDSI

EDS I (Educational Data Systems, Inc.) is a national workforce development, training solutions and consulting company with a passion for helping great companies and communities train and retain great people. EDSI works with regions, employers and jobseekers to overcome their most challenging obstacles. Founded in 1979 and headquartered in Dearborn, Michigan, the company employs more than 800 people across the country. EDSI is a National Best and Brightest Companies To Work For award winner. For over 45 years, EDSI has worked with workforce development agencies, regional partners and employers to assess and understand workforce development needs and deliver solutions to build better workforces. The company operates more than 120 contracts providing successful business services and jobseeker placement and retention services across the country. EDSI also provides world class training and consulting solutions to a variety of corporations, public entities and governmental agencies. Our history of success stems directly from our commitment to providing our clients with the absolute highest level of service through our diverse and talented team.