Customer Service Coordinator

Job Description:

Title:

Customer Service Coordinator Classification:
Non-Exempt Salary: $50,000/yearly

Scope of Position:
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.

Essential Functions:

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 the Work In Texas  system 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 CRMIdentify 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

Education and Experience Requirements:

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

Job AdCareer Navigator Gulf Coast Region Do you have a passion for making a difference in someone’s life? Are you looking for an opportunity to use your skills, experience, and empathetic nature to work for a progressive, forward-thinking and family-owned company where creativity is encouraged? Are you goal driven? Then the Customer Service Coordinator position is for you! We are seeking a dynamic and team-oriented individual to join our spirited team.

As a Customer Service Coordinator, you are 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.

Essential Functions:

Provide general navigation support for the Work In Texas  system and Workforce Solutions programs

Identify customer needs through strategic questioning, active listening, and expectation clarification

Support system-wide customer surveys, outreach efforts, and continuous improvement initiatives

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

Education and Experience Requirements:

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

About EDSI:

EDSI is a progressive, forward-thinking, family-owned company that is B Corp Certified. Bring your expertise to EDSI where you can live our values of Show Up, Smile, and Support every day!

EDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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