Customer Service Coordinator

EDSI (Educational Data Systems, Inc.)

15d

About The 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. 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. EDSI (Educational Data Systems, Inc.) is a national workforce development, training solutions and consulting company with a passion for helping great companies and communities train and retain great people. EDSI works with regions, employers and jobseekers to overcome their most challenging obstacles. Founded in 1979 and headquartered in Dearborn, Michigan, the company employs more than 800 people across the country. EDSI is a National Best and Brightest® Companies To Work For award winner. For over 45 years, EDSI has worked with workforce development agencies, regional partners and employers to assess and understand workforce development needs and deliver solutions to build better workforces. The company operates more than 120 contracts providing successful business services and jobseeker placement and retention services across the country. EDSI also provides world class training and consulting solutions to a variety of corporations, public entities and governmental agencies. Our history of success stems directly from our commitment to providing our clients with the absolute highest level of service through our diverse and talented team.

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

Responsibilities

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 WorkInTexas 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 CRM
Identify 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