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Customer Services Coordinator I

2 months ago

New York, United States PEX Full time
Job DescriptionJob Description

CUSTOMER SERVICES COORDINATOR

 

SUMMARY:

Under the direct supervision of the Director of Customer Operations,  Customer Service Coordinators are the front line of support for user; helping ensure that customers are satisfied with PEX’s products, services, and features. They are responsible for providing excellent customer service with the ultimate goal of improving the user’s understanding of the product and overall experience.  This includes but is not limited to explaining how PEX’s technology and new features work, promptly resolving client inquiries, troubleshooting issues in real time, suggesting information about other products and services, and escalating client feedback to the appropriate teams when necessary. 

ESSENTIAL RESPONSIBILITIES

  • Effectively resolve customer inquiries in a considerate and timely manner maintaining SLAs 
  • Prioritize incoming requests while identifying trends in customer issues and feedback to flag for the rest of the team
  • Provide assistance to clients via email, phone, and video call as needed
  • Update and maintain a digital knowledge base to ensure the ongoing learning and successes of your team and the company. 
  • Partner with various departments within PEX to support team and company wide goals
  • Maintains user confidence and protects PEX by keeping information confidential
  • Keep accurate records and document customer service actions and discussions

REQUIRED SKILLS & QUALIFICATION  

  • BA/BS degree or equivalent
  • Passionate about customer support and about the role it plays in making a customer-centric team successful
  • Strong customer focus and decision-making skills
  • Proven ability to manage multiple tasks while maintaining focus on primary responsibility
  • Excellent interpersonal, communication (written and verbal), and problem-solving skills
  • Empathy, tact, and poise under pressure when working through customer issues

PREFERRED SKILLS & QUALIFICATION 

  • Experience working in banking or card payment industries.
  • Prior experience in a customer facing role, ideally in a support function
  • Experience with Salesforce or other ticketing platforms

 

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