Customer Service Coordinator

Lewisville, TX

Full Time

Entry Level

Customer Service Coordinator

DEPARTMENT: Information Technology
REPORTS TO: Customer Service Supervisor
STATUS: Non-Exempt (Full-time)

JOB SUMMARY

The Customer Service Coordinator is the first point of contact for client support and is the liaison between the Customer Service Team and the Client. Work involves answering phone calls to Customer Service and creating tickets in PT-Ejacket for reported incidents and service requests. The Customer Service Coordinator manages the service schedule and escalates tickets in an efficient manner. In addition to these duties, he/she will be involved with reporting, analytics, hardware procurement and reviewing trends to improve efficiency. He/she is accountable for working quickly and efficiently to provide industry-leading response time and customer service while attaining maximum utilization of the Customer Service technical resources.

QUALIFICATION STANDARDS

Physical Requirements:

Moderate lifting or exerting force of up to 20 pounds occasionally

Education & Experience:

Basic IT knowledge to communicate with customers and “ask the right question” to assess their needs for effective ticketing
Minimum one (1) year customer service
Experience with Microsoft office suite and computerized systems

Knowledge, Skills, & Abilities:

Provides superior customer service practices
Communicates professionally whether in person, email, telephone, or ticketing tool, internally and externally
Demonstrates effective listening and provides appropriate feedback
Maintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory results

Shows initiative in job performance to improve current processes and suggest new ways of doing things
Works under minimal supervision. Some independent judgment is necessary

DUTIES & FUNCTIONS

Essential:

Responsible for answering phone calls and emails as efficiently as possible
Ability to work with various team members, including more senior level resources to negotiate and coordinate schedules with the technical resources and clients
Listen to client concerns and issues with sympathy and the desire to help
Skills in organization and communications are an absolute must to be successful
Alert management when necessary for high visibility and critical issues.
Follow up calls to clients to ensure satisfaction
Update service tickets should new information be captured
Assures resources are used efficiently and effectively
Approach all encounters with customers and fellow employees in a friendly service oriented manner
Maintain compliance with prototype:IT’s standards including regular attendance, grooming, and security guidelines

Marginal:
•     Perform other duties as requested by management
•     Attend meetings/training as required by management
•      Participate in continuing education

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This position has the opportunity to work a hybrid schedule, after a probationary period. Are you able to work in our Lewisville TX office at least 2-3 days per week?* YesNo

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