Job Description

Job Description

Job Description

Customer Support Coordinator
First point of contact to greet customers, clients, vendors and employees via phone, email, virtual conferencing and/or in-person and direct them to the appropriate person or department. Strong professional verbal and written communication skills required to provide the best possible first impression and ensure a positive experience. Assist Customer Service team and other staff members with administrative tasks including data entry and general email distribution as well as other duties as needed.
RESPONSIBILITIES:
•Professionally and effectively communicate and greet customers, clients, vendors and employees via phone, email, virtual conferencing and/or in-person and direct them to the appropriate person or department. Take messages and provide basic information to callers as needed.
•Screen and distribute general email and voicemail inquiries to appropriate person or department.
•Assist Customer Service team with data entry related to orders, customer account records and RMA’s.
•Assist with distributing RMA Repair estimates to customers, provide status updates and direct customer inquiries to the appropriate person or department as needed.
•Maintain office supplies for Customer Service teams.
•Monitor incoming faxes and route accordingly.
•Other duties or responsibilities as required
REQUIREMENTS:
•High School/GED, College preferred
•Minimum of 2 years of relevant Reception, Coordinator or Administrative experience in a Customer Service oriented environment preferred
•Individual contributor with general supervision
•Working knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Word)
•Knowledge of audio/ video conferencing systems i.e. Teams/Zoom preferred
•Knowledge of ACD telephony systems preferred
•General understanding of customer service principles and practices, including being attentive, empathetic and responsive.
•Ability to communicate technical information.
•Exceptional verbal and written communication skills to effectively communicate with customers, clients, vendors and employees.
•Ability to multitask and manage high volume phone calls and emails.
•Ability to handle conflict resolution or irate customers in a calm and professional manner to provide solutions or escalate accordingly.
•Flexibility and adaptability to changing circumstances, new technologies, processes and priorities.
•Strong ability to adapt quickly to department schedules and company’s changing needs.
•Strong prioritization skills required to quickly analyze a situation and determine best course of action or if escalation is required.

PHYSICAL REQUIREMENTS (lifting, maneuvering, standing, sitting, as applicable)
•Long hours sitting and using office equipment (Extended periods of sitting during the course of a typical workday/Greater than 4 hours? (use quantifiable numbers/no grey area)
•Must be able to remain in a stationary (stand or sit) position 75% of the working shift.
•Continually operates a computer and other office productivity machinery, such as copy machine, computer printer.
•Business Hours – Monday – Friday 8:30 am -5:30 pmCustomer Service, Customer Service

Job Tags

Work at office, Shift work, Monday to Friday,

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