Customer Service Coordinator: High-Volume Call Center

SERCO OF TEXAS - GULF COAST

Houston (TX)

On-site

USD 38,000 - 46,000

Full time

5 days ago

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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.