Job Description

Summary:

The position of Customer Service Coordinator is primarily responsible for processing inbound and outbound calls, scheduling appointments & resolving scheduling. This position will also be responsible for ensuring a quality customer experience throughout the entire installation process. 

Essential Job Duties and Responsibilities:

Receive and respond to emails in a timely fashion from various clients/customers (Request Tracker). 
Review and resolve escalations in a timely fashion from various clients/customers (Request Tracker).
Provide data entry assistance and document uploading to systems for client communications (IME)
Update service orders on behalf of servicer requests internally through our DOLI system.
Assist with taking inbound calls.  See below: 
Receive and respond to inbound telephone calls involving scheduling/rescheduling, order modifications, customer payment processing, customer complaints, and basic inquiries from customers, clients, and servicers. 
Properly document all internal and external systems, maintain a record of all events pertaining to each request.
Resolves simples and complex problems by clarifying customer complaint, determining route cause of the issue, providing best possible solution, expedited adjustment, follow up for completion.
Act as a liaison between customers, clients, and servicers.
Assists with complaints, orders, errors, account questions, billing and cancelations.
Timely communication provided to each internal department to address issues and /or complaints.
Escalate issues per established procedures
Train less experienced team members
Consistently meets or exceeds the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.
Required to successfully complete Customer Service training classes and assessment

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:
Customer/Client Focus
Communication Proficiency
Time Management
Attention to Detail
Teamwork
Flexibility
Computer Skills
Initiative
Problem Solving/Analysis
Reliability

Work Environment:

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Education and Experience:

Phone Sales experience preferred
High School Diploma or GED equivalent required

Tagged as: Customer Service