Customer Service Coordinator — Fast-Paced Call Center Pro

SERCO OF TEXAS - GULF COAST; Houston (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

SERCO OF TEXAS - GULF COAST is hiring a Customer Service Coordinator in the Contact Center to serve as the initial point of contact for a high volume of inbound calls across the 13-county Greater Houston region.

The role requires excellent interpersonal and organizational skills, with a focus on delivering customer service aligned to the Gulf Coast Workforce Board’s service delivery model. Strong communication and data-entry abilities are essential for success.

Qualifications

• Associate’s degree or higher.
• Two years of customer service experience, preferably in a call center or high-volume environment.
• Bi/Multi-lingual preferred.
• Strong customer service skills with compassion and empathy.
• Ability to multitask and accurately enter data while on calls.
• Comfortable in a metrics-driven, phone-intensive environment.
• Proficiency with computers and Microsoft Office products.

Responsibilities

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

Skills

Customer service

Multitasking

Communication

Microsoft Office

Education

Associate’s degree

Tools

WAVE system

CRM systems

Microsoft Office

Job description

SERCO OF TEXAS - GULF COAST is hiring a Customer Service Coordinator in the Contact Center to serve as the initial point of contact for a high volume of inbound calls across the 13-county Greater Houston region.

The role requires excellent interpersonal and organizational skills, with a focus on delivering customer service aligned to the Gulf Coast Workforce Board’s service delivery model. Strong communication and data-entry abilities are essential for success.