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Customer Service Coordinator 2 in Audubon, PA at QualSat

Date Posted: 1/10/2019

Job Snapshot

Job Description

The Customer Service Coordinator 2 is the ultimate customer advocate and is responsible for directly handling customer escalations and customer facing damage claims. This position will work to exceed customer expectations by efficiently and compassionately delivering the best resolution possible for the customer and the Company while ensuring compliance with all service level agreements.

 

Primary Responsibilities:

  • Field and handle all customer escalations through to resolution; engage other internal departments as necessary
  • Provide timely assistance to customers over multiple lines of business via the appropriate internal systems/process
  • Own the data integrity, assigned tickets, internal communication and customer issues through to resolution
  • Manage data and report on data utilizing internal workforce management systems and trackers
  • Provide resolution updates as necessary to the Customer Service Director and escalate high risk customers and/or damage claims
  • Execute customer relations improvement projects developed by department management
  • Recommend process improvement solutions to the Director of Customer Service to better meet established standards as well as communicate best practices
  • Other duties as assigned

Job Requirements

Education:

  • Associates Degree plus 3-5 years’ experience and/or training; or equivalent combination of education and experience

 

Experience:

  • Minimum of 3-5 years of related experience inbound/outbound call center environment

 

Technical Skills:

  • Microsoft Office proficiency (Outlook, Excel, Word, PowerPoint)
  • Heavy data base entry and word processing daily in Microsoft Excel, Outlook and Adobe
  • Ability to utilize internal order processing system and workforce management system

  

Soft Skills:

  • Ability to multi-task and work in a fast paced environment under tight deadlines
  • Skill in prioritizing, monitoring, and reviewing work assignments
  • Must possess strong verbal and written communication skill
  • Interpersonal skills necessary to develop and maintain effective and appropriate working relationships with customers, co-workers, and representatives of other agencies.
  • Highly organized and detail orientated
  • Ability to remain calm in stressful situations and to manipulate calls when necessary to gain essential
  • Above average decision making and problem solving skills

 

Physical Requirements:

  • Must be able to pass pre-employment screening that includes background and drug testing
  • Sitting at a desk for 8-10 hours a day
  • Working on a computer for 8-10 hours a day
  • Weekend shifts may be required

 

EOE