Customer Service Coordinator - Cypress

SERCO OF TEXAS - GULF COAST; Houston (TX); On-site; USD 38,000 - 46,000; Full time

Job summary

SERCO OF TEXAS - GULF COAST is seeking a Customer Service Coordinator in the Contact Center to be the initial point of contact for a high volume of inbound calls across the 13-county Greater Houston region. This call-center–based role requires consistent phone engagement throughout the workday, with emphasis on empathy, accurate data entry, and guiding customers to Workforce Solutions resources.

You will answer calls, emails, and chats, assess customer needs (job search, training, childcare,

Qualifications

• Associate’s degree or two years of customer service experience.
• Two or more years in a call center or high-volume environment preferred.
• Bi/Multi-lingual preferred.
• Strong customer service skills with empathy and compassion.
• Ability to multitask and enter data accurately while talking on the phone.

Responsibilities

• Handle a high volume of inbound calls in a fast-paced contact center.
• Answer calls, emails, and web chat inquiries promptly and professionally.
• Assess customer needs (job search, training, childcare, SNAP/TANF/RESEA).
• Schedule appointments using the WAVE system with staff or programs.
• Provide navigation support for WorkInTexas.com and Workforce Solutions programs.
• Refer complex inquiries to appropriate units (Employer/Community Engagement).
• Maintain accurate interaction records in WAVE and CRM systems.
• Remain available and responsive on the phone for most of the workday.

Skills

Customer service

Multitasking

Phone support

MS Office

Education

Associate's degree

Job description

Position Summary

As a Customer Service Coordinator in the Contact Center, you will serve as the initial point of contact for a high volume of inbound calls related to workforce services across the 13-county Greater Houston region. This is a call-center–based role that requires consistent phone engagement throughout the workday.

Your superior interpersonal and organizational skills, along with your dedication to customer service, will be vital to ensuring the satisfaction of Workforce Solutions customers. Applicants should demonstrate effective written and verbal communication, sound judgment, and the ability to execute work plans that support the Gulf Coast Workforce Board’s service delivery model and workflow, while representing both business and jobseeker needs throughout the region.

Key Responsibilities

• Handle a high volume of inbound calls in a fast-paced contact center environment




• Answer calls, emails, and web chat inquiries in a timely and professional manner




• Conduct quick assessments of customer needs (e.g., job search, training, childcare, SNAP/TANF/RESEA)




• Schedule appointments using the WAVE system with appropriate staff or programs




• Provide general navigation support for WorkInTexas.com and Workforce Solutions programs




• Refer complex or specialized inquiries to appropriate units (e.g., Employer Engagement, Community Engagement)




• Maintain accurate and timely interaction records in WAVE and/or CRM systems




• Remain available and responsive on the phone for the majority of the workday




• Uphold customer service standards with professionalism, empathy, and consistency

Qualifications

• Associate’s degree OR




• Two (2) years of customer service experience, preferably in a call center or high-volume, fast-paced environment




• Bi/Multi-lingual preferred




• Strong customer service skills with the ability to demonstrate compassion and empathy




• Ability to multitask effectively, including managing continuous phone conversations while accurately entering data into computer systems




• Comfortable working in a metrics-driven, phone-intensive environment




• Proficiency with computers and Microsoft Office products




• Embraces a culture of customer-centric behavior and innovation critical to success in this role

Special Requirements

• Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas




• Must have access to reliable transportation to travel within the service area

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those required to successfully perform the essential functions of the job.

Physical Demands:

• Occasionally required to stand, walk, and sit for extended periods




• Must be able to drive for extended periods of time




• May occasionally lift and/or move up to 25 pounds and set up display areas

Work Environment:

• Fast-paced, call-center–based environment




• Demanding both physically and mentally




• Continuous communication, primarily via phone

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.