Customer Care Coordinator - Miami, United States - PDS Defense

Description

Call Center/Customer Service

Customer Care Coordinator - Job ID#205712 Miami, FL Posted: 4/29/2024
Job Description

Job ID#:
205712

Job Category:
Call Center/Customer Service

Position Type:
Associate - W2

Shift:
1

PDS Defense, Inc. is seeking a Customer Care Coordinator, in Miami, FL.

Job Description:

• Answer and assist customer, visitor and employees with their needs
• Hospitality and assistance to be offered to all whether they are visitors, customers or employees
• Help the customer in case of an emergency always abiding by company guidelines
• Provide customer with information, processing requests and addressing complaints
• Answer telephone calls and contact customers in order to follow up or advise them of schedule changes
• Contact the different departments to acquire maps and tourist's leaflets in different languages
• In charge of building tours upon request
• Compile, maintain and update requested data such as number of trainees trained, in-house trainees, etc for statistical purposes or other reasons
• Transfer reporting/Key Performance Indicators extracts to focal point within the team as needed
• Manage visitor events
• Follow-up of Audit visits in coordination with the Quality Department for logistics aspects
• Respond promptly and optimally to customer inquiries via email, phone, and in person.
• Provide accurate information and solutions to resolve customer issues and concerns.
• Maintain a high level of customer happiness through effective communication and problem resolution.

1.1 Hotel Information

• In charge of maintaining a current hotel list with key information.
• Provide customers with the latest hotel list recommended when requested

1.2 Customer Access Management

• Be visible and accessible to our customers, visitors and employees during regular business hours

Gift shop Management: 40%

• Manage the sale and inventory of the gift shop merchandise
• Document all sales
• Generate daily sales report to our Finance Department

Execution and administration of Welcome events: 15%

3.1 Preparation of the welcome event

• Maintain updated opening event presentation updated as advised by departments involved and safety policy.
• Maintain updated the welcome brochure
• Ensure required documentation is available prior to the start of each course
• Prepare a room as deemed vital when events are scheduled including visit events.

3.2 Execution of Welcome Event

• As soon as available, update customers' data in the applicable IS tool preferably prior to the start of the course
• Upon customer's arrival at the Training Center in Miami, complete the badge/ registration event briefing:
• Presentation of the Training Center and its organization
• Assist trainees with filling out required forms
• Ensure completion of all required forms when collecting them
• Remain with the customer upon completion of the welcome event until the instructor arrives.
• "Coffee break" if needed, if the instructor has not arrived after completion of opening event.

Additional Responsibilities: 5%

Other duties as assigned:

• Other duties to be assigned as deemed by the Manager

Your Boarding Pass:

• Bachelor's degree or equivalent in Business Administration, Information Technology, or related field, preferred.
• Experience in customer support or access management roles, preferred.
• Up to 5 % domestic and international travel is involved with this job.
• Excellent problem-solving skills and the ability to think analytically, required.
• Attention to detail and the ability to multitask in a fast-paced environment, required.
• Customer-centered approach with a dedication to delivering outstanding service, required.
• English Full professional proficiency spoken and written, required. Spanish language skills, a plus.
• Google Workspace or Microsoft Office Suite proficiency, required.
• Familiarity with help desk software, access management tools, and CRM systems. preferred.
• Must be currently located in Miami, FL area or able to relocate for the job opportunity at their own expense (if out-of-area applicant) - there is no relocation support for this job.
• Bachelor's degree or equivalent in Business Administration, Information Technology, or related field, preferred.
• Experience in customer support or access management roles, preferred.
• Up to 5 % domestic and international travel is involved with this job.
• Excellent problem-solving skills and the ability to think analytically, required.
• Attention to detail and the ability to multitask in a fast-paced environment, required.
• Customer-centered approach with a dedication to delivering outstanding service, required.
• English Full professional proficiency spoken and written, required. Spanish language skills, a plus.
• Google Workspace or Microsoft Office Suite proficiency, required.
• Familiarity with help desk software, access management tools, and CRM systems. preferred.
• Ability to work in the US without current, or future, need for visa sponsorship/work authorization is required for this opportunity.

Job Requirements

Minimum Security Clearance:
No Clearance

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
The Company will consider qualified applicants with arrest and conviction records.
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VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled