Customer Service Coordinator

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

Job summary

EDSI is seeking a Customer Service Coordinator in Texas to serve as the first point of contact for jobseekers, delivering high-quality service by phone, email, and in person. The role supports virtual navigation of the WorkInTexas system and connects individuals to workforce programs and career resources.

Responsibilities include handling inquiries, scheduling with the WAVE system, maintaining records in CRM, routing to the right teams, and following up to ensure applications are completed.

Qualifications

• Bachelor’s degree preferred, or equivalent experience.
• Experience delivering high-quality customer service.
• Strong verbal and communication skills.
• Familiarity with virtual platforms and helping users navigate online sites.
• Reliable transportation to the worksite.

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 inquiries to specialized units, such as Employer Engagement or Community Engagement.
• Maintain accurate interaction records in WAVE and/or CRM.
• Identify customer needs through questioning, active listening, and expectation clarification.
• Provide information on services and address questions 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, and continuous improvement initiatives.
• Document all calls and emails using a standardized spreadsheet and update resource guides for service providers.
• Maintain current knowledge by attending daily meetings and reviewing new service launches.
• Track all services in the state system of record and team-wide reporting platform.
• Engage with diverse individuals professionally and contribute to a positive, solution-focused workplace.
• Other opportunities as available.

Skills

Customer service

Phone support

Communication

Virtual platforms

Education

Bachelor's degree

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 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 availableEducation and Experience Requirements:· Bachelor’s degree preferred, or equivalent experience· 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 locationsEDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.