Customer Service Coordinator Ii

3 weeks ago

Poway, United States Corodata Full time

$18.04 - $21.50 / hour

Reporting to the Operations Manager, the Customer Service Coordinator is responsible for providing customer service, support, training customers on software portals, and administrative duties, which includes answering inbound calls and focusing on customer needs.

This position is also responsible for reporting and escalating any issues to their manager.

This position is an entry‐level position. This position may participate in weekly team training.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
Customer Service Duties:

- Ability to work effectively in a team environment as a positive team player.
- Requires flexibility to adapt to changing customer and staffing needs, with a cooperative attitude.
- Customer interface - including but not limited to taking Record Storage and Document Destruction orders, providing information to clients via phone, e
- mail or fax.
- Greets clients, visitors and guests; determines the purpose of each person’s visit and directs or escorts him or her to the appropriate location.
- Answers, screens, and directs phone calls to staff.
- Close inbound leads for appointments.
- Process inbound leads and referrals.

Administrative:

- Performs administrative and clerical support tasks.
- Responsible for Data Storage, Record Storage and Document Destruction client on-boarding procedures.
- Provide accurate inventory information to customers.
- Create work order items for customers (next day, rush, web, etc.).
- Perform work with quality, efficiency and safety at all times.

Training:

- Provide input and direction to teammates on enhancing the customer services.
- Provide client tours and customer software portal web training.
- Participate and may lead Six Sigma projects, as required to improve processes and efficiencies.
- Promote Corodata’s Mission and Vision Statements.
- Continuously promotes compliance with company policies and procedures.

Safety:

- Ensure the highest standards of safety, productivity and customer service are exceedingly daily.

Other Duties:

- Adhere to meal and rest periods per Company policy.
- Other duties to meet business needs and requirements as assigned.
- Works with confidential data, which, if disclosed, might have significant internal or external effect.

**QUALIFICATIONS**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**COMPETENCIES**:
1. **CUSTOMER SERVICE** - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

2. **TEAMWORK **- Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

3. **ORGANIZATION** **SKILLS** - Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.

4. **INTERPERSONAL SKILLS** - Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.

5. **LANGUAGE SKILLS **- Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers.

6. **MATHEMATICAL SKILLS **- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

8. **COMMUNICATION SKILLS **- Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills.

9. **OTHER SKILLS**:
a. Able to work independently.

b. Comfortable working with customers as well as sales, accounting and other departments.

c. Ability to utilize computer programs including Microsoft Office & RMS.

d. Requires effective decision-making skills for handling customer and teammate escalations. Calm, thoughtful response capability that displays the ability to treat everyone with respect and arrive at win-win solutions.

e. Ability to learn and understand the business model, and make suggestions in processes, procedures, and operations to improve branch and team effectiveness.

f. Ability to handle and safeguard sensitive and confidential information required.

g. Ability to multitasking and able to meet deadlines.

h. Excellent customer service skills and interpersonal skills.

i. Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projec

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