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Customer Service Coordinator
Customer Service CoordinatorEDSI Solutions • Houston, TX, United States
Customer Service Coordinator

Customer Service Coordinator

EDSI Solutions • Houston, TX, United States
10 days ago
Job type
  • Full-time
Job description
Customer Service Coordinator

Classification: Non-Exempt

Salary $50,000 year

Scope 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.

Responsibilities

Key Responsibilities:

  • 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 WorkInTexas.com 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 available
Qualifications

Education 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 locations
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Customer Service Coordinator • Houston, TX, United States

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