Customer Service Coordinator

Work Location : Name TX Rosenberg
ID
2025-3037
FLSA Status
Non-Exempt
Category
Administrative
Position Type
Regular Full-Time

Overview

Salary $50,000 year

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. 

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 WorkInTexas.com 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 

Qualifications

  • 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 current and valid drivers license and clean driving record

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