Customer Service Coordinator

This role is responsible for creating a quality customer service experience by interacting with customers in an inbound and outbound call center environment. These duties include, but are not limited to, scheduling, handling customer inquiries, providing updates, making appointments, resolving issues, and maintaining a database. This position may include developing and qualifying sales leads. The customer service coordinator is responsible for ensuring complete customer satisfaction and helping to maintain a Voice of the Customer quality score.

Primary Job Functions:

Customer Experience:

• Fields customer questions and concerns in a professional manner utilizing all resources available

• Strives for excellence in customer contact; ensures that communication with customers is completed and that all correspondence is customer-focused and well documented

• Ensures excellence in service; aware of customer satisfaction (VOC and cycle time) success metrics the impact that this role has on associated outcomes

• Provides customers with production and service information

• Schedules customer installations according to established processes

• Makes post-installation follow up calls ensuring the installation experience was one that delights customers

• Routes customer calls to appropriate department or resource

• Keeps informed of new processes and policies

Product Sales:

• Fields customer service inquires in a professional manner and determines customer requirements and expectations

• Develops, qualifies, and effectively promotes products and services

• Illustrates knowledge of features and benefits of various Crew2 programs

• Presents pricing, credit, and terms information in accordance with standard procedures

• Creates a positive customer experience to help generate sales and repeat business

Maintains complete and accurate records:

• Processes customer information accurately and according to process

• Uses available tools for monitoring and tracking information

Contact Center Team Partnership:

• Participates in and supports the Contact Center Service and Sales team in a way that allows people to be their best

Requirements:

• High school diploma or GED

• Problem resolution skills and strong customer service skills

• Detail oriented with high level of accuracy

• Team player with the ability to multitask

• Experienced in Microsoft applications

• Excellent oral and written communication skills

• Call or contact center experience is preferred