Customer Experience Coordinator; Bilingual

Equal Opportunity Employer Veterans/Individuals with Disabilities.

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BICSI is a global professional association advancing the information and communications technology (ICT) profession. Guided by the values of integrity, service, and excellence, BICSI supports the development of safe, secure, and reliable ICT infrastructure worldwide.

Reporting to the Manager of Membership, Volunteer Services, and Customer Experience, the BICSI Customer Experience Coordinator serves as a primary point of contact for members, customers, credential holders, and volunteers delivering exceptional service across all communication channels. This position is responsible for resolving inquiries, educating customers on BICSI products and services, processing transactions, and ensuring every interaction strengthens customer loyalty and organizational reputation.

The coordinator also demonstrates a commitment to service and excellence by proactively identifying customer needs, resolving issues with empathy and professionalism, and advocating for the customer while supporting organizational goals.

The Customer Experience Coordinator is passionate about helping others and creating memorable customer experiences. They are curious, patient, and solution-oriented, consistently seeking to understand customer needs before offering recommendations. They take ownership of every interaction, communicate with professionalism and empathy, and continuously look for ways to improve both the customer’s journey and internal processes. They thrive in a collaborative team environment and are committed to delivering service excellence that builds long-term member loyalty.

To perform this job successfully, the individual must be able to perform each essential function satisfactorily. This job description outlines essential functions and does not list every duty. Duties may change to meet organizational needs.

• Identify opportunities to improve the customer’s journey.
• Document customer feedback and emerging trends.
• Recommend improvements to processes and customer communications.
• Partner with internal departments to resolve customer issues.
• Process customer transactions accurately.
• Maintain accurate customer records, including organization of customer information and invoicing.
• Document each customer interactions within CRM systems.
• Meet quality assurance standards.
• Achieve productivity and service metrics.
• Participate in quality monitoring and coaching initiatives.
• Maintain deep, up-to-date operational knowledge of BICSI’s product and service offerings to provide accurate, high-touch support and guidance to customers including but not limited to:
  Certifications, Training programs, Standards and Publications, Conferences and Events, Membership and benefits, Volunteer opportunities, and Continuing Education Credits (CECs)

• Deliver exceptional customer experiences through phone, email, chat, and other communication channels.
• Respond to customer inquiries accurately, professionally, and within established service level agreements.
• Demonstrate active listening and effective discovery questioning to fully understand customer needs.
• Provide personalized recommendations based on customer goals and organizational offerings.
• Resolve customer concerns efficiently while maintaining a positive customer relationship.
• Escalate complex issues appropriately while maintaining ownership through resolution.
• Ensure every interaction reflects organizational core values and professionalism.

• Assist customers with membership applications, renewals, upgrades, and…