Customer Service Coordinator

Title: Customer Service Coordinator

Classification: Non-Exempt 

Salary   $50,000 year

Scope of 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. 

Key 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 

Education and Experience 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