Customer Service Coordinator - Draft

Alsco•San Antonio, TX

About The Position

The Customer Service Coordinator (CSC) drives customer loyalty by responding to inbound customer calls and making proactive outbound calls. The role coordinates information flow to and from the Service Department and follows up with customers to ensure satisfactory resolution. The CSC performs other duties as required and reports to the Service Manager. The position is classified as non-exempt. It works in offices and service areas of a typical industrial laundry facility, Service Center, or depot. Travel is not required. Employment is contingent upon successful completion of background and drug screening.

Requirements

Demonstrated excellence in telephone skills.
Demonstrated excellence in internal and external customer service, sales, and relationship-building skills.
Good experience and skills in MS Office and basic administrative tasks.
Excellent verbal and written communication skills in English.
Ability to comprehend and follow directions.
Good time-management skills and ability to work as a team player.
Ability to recognize colors, sizes, and types of product and to count, add, and subtract accurately.
High school graduation or similar experience.

Responsibilities

Respond courteously and professionally to customer service needs in accordance with company policies and procedures.
Make outbound calls and respond to inbound calls for tasks including audits, up-selling opportunities, problem resolution, sales lead referral, customer follow-up, and order requests.
Coordinate information flow within the Service Department; maintain call logs and files; check night messages; contact personnel as appropriate; print daily reports; and arrange deliveries.
Build customer relationships, communicate openly, educate customers, manage customer needs, and proactively resolve concerns with supervision, while delivering prompt and outstanding customer service.
Prepare, distribute, and track Welcome packets, renewals, service agreements, yearly and monthly reports, and other paperwork.
Monitor and report competitive activity.
Follow written and verbal instructions, attend meetings, and perform other tasks as directed by supervision.
Work with and support other service personnel as required by supervision.