Job Summary:

The Customer Service Coordinator will work within the customer service team to handle incoming phone calls and emails from our customers. This position will deliver outstanding customer service by actively listening, acknowledging the issue, and working with the field to ensure follow up takes place within 24 hours. 

The job of Customer Service Coordinator can be performed in the following states: Alabama, Arizona, Arkansas, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Utah, Virginia, Wisconsin, and Wyoming.

 

Essential Functions:

Meet/exceed the customer’s (internal and external) expectations by handling incoming calls in a swift and timely manner. Ensure proper follow-up on open tickets with appropriate field or Support Central personnel within a 24-hour timeframe. Manage tickets on a daily basis under Service Level Agreement guidelines to include updates and/or resolution. Provide ongoing support and follow up with the field to resolve customer service issues. Handle confidential and non-routine information; explain and uphold procedures and practices when necessary. Meet all performance metrics and objectives as it relates to tracked call volume, handle time, ready-time, and call quality. Respond promptly to Customer Service emails within 24 hours. Manage inbound calls and redirect to the appropriate internal departments.

 

Minimum Job Qualifications:

High School Diploma (required); college degree (preferred). Minimum 3 years of experience in a Customer Service role. Knowledge of childcare or education industry and understanding of related state and local regulations (Preferred).

 

Other Skills and Abilities Qualifications:

Excellent customer service skills and follow up skills with both internal and external customers. Capable of multi-tasking with frequent interruptions and changing priorities with little to no supervision. Effective written, verbal, and interpersonal communication skills. Proficient time management, organizational skills, and ability to meet established deadlines  Strong attention to detail and accuracy. Proficient Working knowledge of computer applications such as Microsoft 360 suite and Microsoft Teams.