Customer Care Lead Coordinator
About The Position
Quest International is seeking an organized, customer-focused, and results-driven Customer Care Lead Coordinator to support daily customer-care and call-center operations. This position will help coordinate team activity, manage customer requests, resolve escalated concerns, maintain accurate records, and ensure customers receive timely and professional support. The ideal candidate has professional call-center or customer-service experience, previous leadership or team-coordination responsibility, and experience using CRM and ERP systems in a fast-paced service environment.
Requirements
- High school diploma or equivalent.
- At least three years of professional call-center, customer-service, customer-care, or closely related experience.
- Previous experience leading, coordinating, mentoring, or supporting a customer-service or call-center team.
- Experience handling frontline customer interactions and resolving escalated concerns.
- Experience using a CRM platform.
- Experience using an ERP, order-management, or comparable business system.
- Working knowledge of sales orders and purchase orders.
- Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
- Excellent written and verbal communication skills.
- Strong organizational, documentation, and follow-up abilities.
- Ability to manage multiple priorities and remain composed in a fast-paced environment.
- Strong attention to detail and a methodical approach to completing work.
- Professional telephone communication and customer-service judgment.
Nice To Haves
- Experience supporting field-service, repair, logistics, medical-equipment, or technical-service operations.
- Experience tracking customer requests from initial contact through final resolution.
- Experience monitoring call queues, service levels, response times, workloads, or escalations.
- Experience improving customer-service or call-center workflows.
- Experience preparing customer-service or operational reports.
Responsibilities
- Coordinate daily customer-care and call-center activities to support timely and consistent service.
- Assist with prioritizing and distributing customer requests and team workloads.
- Handle customer interactions by telephone, email, CRM, and other approved communication channels.
- Respond to customer questions and resolve escalated or complex concerns professionally.
- Monitor open customer requests, service issues, orders, and follow-up commitments through resolution.
- Maintain accurate customer, service, order, and communication records in CRM and ERP systems.
- Enter, review, and update sales orders, purchase orders, customer information, and related documentation.
- Communicate with Field Service, Operations, Logistics, Sales, and other internal departments to resolve customer needs.
- Provide daily guidance, support, and follow-up to customer-care team members.
- Help maintain call-center procedures, customer-service standards, and accurate documentation.
- Identify recurring customer concerns and recommend improvements to workflows and service processes.
- Prepare and review reports involving open requests, customer concerns, workload, response activity, and follow-up status.
- Use standard telephone-system functions, including call transfers and conference calls.
- Maintain professionalism, confidentiality, accuracy, and attention to detail.
- Perform additional related duties based on business and customer-service needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
