Customer Service Coordinator

The Fountain Group; Painted Post (NY); Hybrid; USD 26,000 - 28,000; Full time

Job summary

The Fountain Group is seeking a Customer Service Coordinator in Painted Post, NY. This in-office and hybrid role involves managing a corporate switchboard, routing calls, and delivering professional caller experiences during standard business hours.

Responsibilities include greeting callers, verifying needs, transferring to the right department, and maintaining up-to-date contact information. Strong communication and multitasking are essential for success.

Qualifications

• High school diploma or equivalent required.
• Experience in customer service, call center, receptionist, switchboard, shared services, or administrative support preferred.
• Strong verbal communication and interpersonal skills essential.
• Professional and customer-focused phone presence needed.
• Ability to handle high call volumes calmly and efficiently.
• Proficient with basic computer tools including Microsoft Office and email.

Responsibilities

• Answer and manage incoming calls through the corporate switchboard in a courteous, professional, and timely manner.
• Greet callers, verify needs, and route to the appropriate department or location.
• Transfer calls accurately to internal extensions or external numbers.
• Provide basic company information and directions when needed.
• Document messages and service requests accurately when required.
• Monitor call queues and ensure timely answers within SLAs.
• Escalate urgent or sensitive calls according to procedures.

Skills

Customer service

Verbal communication

Multitasking

Education

High school diploma

Tools

Microsoft Office

Email

Directory tools

Phone/softphone systems

Job description

Customer Service Coordinator

Pay: $20-19.05
Duration: 1 yr

• Location: Painted Post, NY
• Hours: M-F (8am-5pm) OT not anticipated.
• In Office Position and/or Hybrid Rotation (onsite 3 days/week and remote 2 days/week)
• Possibility of extension based on demand.
• Interview process: One round - 45 minute video panel interview.

SCOPE/PURPOSE OF POSITION:

The Corporate Call Agent is responsible for serving as the first point of contact for internal and external callers to the organization. This role operates the corporate switchboard, answers incoming calls professionally, identifies caller needs, and accurately routes or transfers calls to the appropriate employee, department, location, or external number.

The ideal candidate demonstrates exceptional communication skills, professionalism, attention to detail, and the ability to manage a high volume of calls while providing a positive caller experience.

Key Responsibilities

• Answer and manage incoming calls through the corporate switchboard in a courteous, professional, and timely manner.
• Greet callers, verify their needs, and determine the appropriate employee, department, or location for routing.
• Transfer calls accurately to internal extensions, external phone numbers, voicemail, or designated support lines.
• Provide basic company information, including department contacts, office locations, operating hours, and general directions, when appropriate.
• Handle calls that are misrouted, disconnected, or unresolved by identifying an alternate contact or escalating the call as needed.
• Maintain current knowledge of company departments, organizational structure, employee directories, and escalation contacts.
• Record call details, messages, or service requests accurately when required.
• Monitor shared call queues and ensure calls are answered or redirected within established service-level expectations.
• Escalate urgent, sensitive, security-related, or emergency calls according to established procedures.
• Maintain confidentiality when handling employee, customer, vendor, and business information.
• Support administrative or shared services activities as assigned, including updating contact directories and call-routing documentation.
• Follow all company policies, call-handling procedures, quality standards, and attendance requirements.

Required Qualifications

• High school diploma or equivalent required.
• Previous customer service, call center, receptionist, switchboard, shared services, or administrative support experience preferred.
• Strong verbal communication, active listening, and interpersonal skills.
• Professional and customer-focused phone presence.
• Ability to remain calm, courteous, and effective when handling high call volumes or difficult callers.
• Ability to multitask, prioritize calls, and work efficiently in a fast-paced environment.
• Basic computer skills, including Microsoft Office, email, directory tools, and phone/softphone systems.
• Strong attention to detail and ability to accurately document messages and transfer calls.
• Ability to maintain confidentiality and exercise sound judgment.

Preferred Qualifications

• Experience using multi-line phone systems or call center software like Cisco Finesse/ Webex.
• Experience supporting a corporate, healthcare, financial services, retail, hospitality, or shared services environment.

Key Performance Expectations

• Answer incoming calls within established service-level targets.
• Route and transfer calls accurately on the first attempt whenever possible.
• Maintain professional, courteous, and consistent call quality.
• Minimize abandoned, dropped, or unresolved calls.
• Document messages and caller information accurately and completely.
• Demonstrate reliable attendance and schedule adherence.
• Follow escalation procedures for urgent or sensitive calls.

Working Conditions

Primarily hybrid depending on business needs.
May require sitting for extended periods and working continuously with a computer, headset, and telephone system.
Working hours 8am to 5pm est.