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Customer Service Coordinator

2 months ago

Austin, United States SPS-North America Full time
Job DescriptionJob Description

Job Title: Customer Service Coordinator

Reports To: The Customer Service Coordinator will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership.

Job Overview:

The Customer Service Coordinator will be responsible for skillfully communicating with customers, subject matter experts, and leadership to develop trust and strong partnerships.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities:

  • Provides 5-star customer service to all employees (in all forms of communication).
  • The Customer Service Coordinator will act as a brand ambassador providing exceptional customer service.
  • Answer, respond to, and solve customer issues in a courteous and timely manner through the various telephone lines and e‐mail inboxes
  • Handle inbound calls, incoming tickets, emails, and texts from customers.
  • Troubleshoot and evaluate the needs of each customer to identify the best solution in the interest of providing an outstanding and personalized customer experience
  • Actively contribute new ideas to help develop and improve efficiencies in our operating procedures
  • Perform additional tasks or duties as assigned by direct Supervisor.
  • Proactively seeks out additional work during downtime.
  • Builds professional relationships with customers and other teams.
  • Maintains professionalism and composure when interacting with all employees.
  • Trains back-up and providing guidance on policies and procedures.
  • Determines what additional support is needed when handling sensitive inquiries.
  • Provides exceptional customer service to client.
  • Provides reception or concierge (front of office) coverage as needed.

Competencies:

  • Strong verbal and written communication skills.
  • Excellent customer service skills.
  • PC skills MS Office Suite experience.
  • Ability to handle multiple tasks simultaneously.
  • Good organizational skills.
  • Preferred to have experience with attraction ticketing systems and BearTracks tracking software.
  • Must be able to speak, understand, read and write English, multi‐lingual is a plus
  • Must be enthusiastic, willing to work in a fast‐paced environment, and handle a high volume of calls
  • Experience in an in‐bound call center or shipping center with focus on customer service

Qualifications and Education Requirements:

  • High School Diploma (or equivalent) required.
  • 1+ years prior work experience preferred.
  • Ability to work assigned work hours determined by manager.
  • Excellent organizational and time management skills.
  • Analytical abilities and aptitude in problem-solving.
  • Superb written and verbal communication skills.
  • Current knowledge or ability to learn computer-based systems required for functions of position.
  • Required to maintain an overall professional appearance and attitude.
  • Adhere to all policies and procedures required.

Physical Demands:

  • Approximately 50% of the time this position requires the below physical demands.
    • Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
    • Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
    • Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
    • Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

  • Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities
  • Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do
  • We Recognize Talent: We offer a variety of recognition programs for all levels of employees
  • Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
    • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.

To view our privacy policy, click on the link below:

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