Customer Service Coordinator

Edsi-9; Sealy (TX); In loco; USD 45.000 - 55.000; Tempo pieno

Descrizione del lavoro

EDSI in Texas is seeking a Customer Service Coordinator to serve as the first point of contact for jobseekers, delivering courteous support via phone, email, and in-person interactions. The role helps users navigate the WorkInTexas system and connects them with workforce programs and career resources.

Expect to handle inquiries, schedule appointments with the WAVE system, document interactions in WAVE/CRM, and refer complex questions to specialists.

Competenze

• Bachelor’s degree or equivalent experience.
• Strong communication and high-quality customer service.
• Experience with phone, email, and in-person interactions.
• Comfort with virtual platforms and online navigation.

Mansioni

• Answer calls, emails, and web chats promptly.
• Schedule appointments using the WAVE system.
• Provide navigation support for WorkInTexas and Workforce Solutions.
• Maintain records in WAVE and CRM.
• Refer complex inquiries to specialists and follow up to ensure resolution.

Conoscenze

Customer service

Phone support

Email support

CRM

Resource navigation

Communication

Formazione

Bachelor’s degree or equivalent experience

Strumenti

Wave system

CRM

Descrizione del lavoro

Job Description:Title: Customer Service CoordinatorSalary: $50,000 + benfitsClassification: 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.