Customer Service Coordinator

Interior Logic Group•Minneapolis, MN

About The Position

Crew2's Customer Service Coordinator creates a quality customer service experience by interacting with customers in an inbound and outbound call center environment. The role includes scheduling, handling customer inquiries, providing updates, making appointments, resolving issues, and maintaining a database. It may also involve developing and qualifying sales leads. The coordinator works to ensure customer satisfaction and maintain a Voice of the Customer quality score.

Requirements

High school diploma or GED.
Problem-resolution skills and strong customer service skills.
Detail-oriented with a high level of accuracy.
Team player with the ability to multitask.
Experience with Microsoft applications.
Excellent oral and written communication skills.

Nice To Haves

Call or contact center experience.

Responsibilities

Field customer questions and concerns professionally, using available resources.
Communicate with customers effectively, ensure correspondence is completed and customer-focused, and document interactions.
Support service excellence and be aware of customer satisfaction, Voice of the Customer, and cycle-time metrics.
Provide customers with production and service information.
Schedule customer installations according to established processes.
Make post-installation follow-up calls to assess and support the customer experience.
Route customer calls to the appropriate department or resource.
Stay informed about new processes and policies.
Handle customer service inquiries and determine customer requirements and expectations.
Develop, qualify, and promote products and services.
Explain features and benefits of Crew2 programs.
Present pricing, credit, and terms information in accordance with standard procedures.
Create positive customer experiences that help generate sales and repeat business.
Process customer information accurately and according to process, maintaining complete and accurate records.
Use available tools to monitor and track information.
Participate in and support the Contact Center Service and Sales team.