Customer Service Coordinator

EDSI (Educational Data Systems, Inc.)•Rosenberg, TX

19d

About The Position

The Customer Service Coordinator serves as the first point of contact for jobseekers, providing high-quality service by phone, email, web chat, and in person. The role helps individuals navigate virtual services, directs them to appropriate workforce programs, and supports access to career resources and employment opportunities. The position is with EDSI in the Gulf Coast Region. EDSI describes itself as a progressive, forward-thinking, family-owned, B Corp Certified company and states that it is an equal opportunity employer committed to diversity and inclusion.

Requirements

Bachelor’s degree preferred, or equivalent experience.
Prior experience and comfort with long periods on the phone.
Strong knowledge of virtual platforms and helping individuals navigate online websites.
Strong verbal and communication skills.
Experience delivering high-quality customer service.
Reliable transportation to and from the worksite and other required locations.

Nice To Haves

Bachelor’s degree.

Responsibilities

Answer calls, emails, and web chat inquiries in a timely manner.
Schedule appointments with appropriate staff or programs using the WAVE system.
Provide general navigation support for the WorkInTexas system and Workforce Solutions programs.
Refer complex or specialized inquiries to specialized units, such as Employer Engagement and Community Engagement.
Maintain accurate interaction records in WAVE and/or CRM.
Identify customer needs through strategic questioning, active listening, and expectation clarification.
Provide information about appropriate services and address customer questions or concerns professionally.
Route customers to the correct staff or department and provide real-time guidance.
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 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 services provided using the state system of record and team-wide reporting platform, ensuring accurate daily data capture.
Engage professionally with diverse individuals and contribute to a positive, solution-focused workplace.
Pursue other opportunities as available.