Customer Service Coordinator - Rosenberg - EDSI Solutions

    EDSI Solutions
    EDSI Solutions Rosenberg

    3 days ago

    Description

    Customer Service Coordinator

    Salary $50,000 year

    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

    • 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 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

    • 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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