Customer Relations Coordinator

Customer Relations Coordinator

$3,533 - $4,962 USD per month

Phone calls and emails are the main ways this role connects with customers and coordinates responses to their questions. The Customer Relations Coordinator organizes customer relations follow-through so customers receive consistent product or service information and understand what happens next. This position sits within the customer support team, works under a customer service team lead, and coordinates with customers and internal service contacts.

This is a fully remote, desk-based position offering work from home in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Organize incoming customer questions from shared email inboxes and service ticket queues, identifying the request, its urgency, and the appropriate next step.
• Coordinate and route incoming and return calls through a contact-center phone system such as Genesys, confirming the reason for contact and arranging needed follow-through.
• Check customer contact details, previous interactions, and open requests in a CRM such as Microsoft Dynamics 365 before coordinating a response.
• Create and update service tickets using a support platform such as Salesforce Service Cloud, recording clear summaries, assigned owners, and next actions.
• Provide approved product or service information, clarify customer questions, and help customers locate available instructions without making unsupported promises about outcomes.
• Route requests to the appropriate support team member or internal service contact, including relevant background so customers do not need to repeat information.
• Monitor outstanding requests, coordinate responses between contacts, and follow up when information is missing or an expected update has not arrived.
• Escalate unresolved concerns, repeated contact, or unclear ownership to the customer service team lead with a concise account of actions already taken.
• Confirm that customers understand the response, record remaining questions, and close tickets only when the outcome and any outstanding next steps are clear.
• Maintain quality through accurate information, timely turnaround, complete notes, and consistent follow-up; share recurring customer questions during team reviews to improve coordination.

• High school diploma or equivalent.
• About 1-2 years of customer service, customer relations, or service coordination experience preferred, particularly with phone and email interactions.
• Familiarity with customer service operations, request routing, escalation procedures, and checking product or service information before responding.
• Comfort navigating the named CRM, support platform, and contact-center phone system, with readiness to learn established workflows during training.
• Clear written communication and professional phone communication, including the ability to explain next steps and summarize customer concerns accurately.
• Ability to prioritize open requests, coordinate handoffs, and maintain clear notes while moving between customer conversations and internal updates.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in training and team check-ins.
• Authorization to work in the United States.
• Fully remote work from home within Michigan, with customer coordination handled through digital systems and phone conversations.
• Structured onboarding and training on the named customer service systems, request workflows, response standards, and escalation procedures.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and strengthen follow-through.
• Opportunities to build customer relations, service coordination, email management, and escalation management skills through everyday work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.