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Customer Service Operations Coordinator

2 months ago

Irvine, California, United States Workingus Full time

Company: Workingus

Job Type: Full-Time / Part-Time

Overview

The Customer Support Coordinator plays a crucial role in enhancing the customer service operations by supervising and assisting customer support representatives, addressing customer inquiries or issues, and collaborating with the Customer Support Team Manager to create training programs and support protocols aimed at improving efficiency and effectiveness.

Key Responsibilities

  • Responding to customer tickets escalated by supervisors for the designated support channel.
  • Overseeing Customer Service Metrics, including Message SLA and Negative Feedback.
  • Developing and updating customer support standards.
  • Preparing daily, weekly, and monthly reports on support performance metrics.
  • Providing direct customer support and serving as backup for daily support tickets.
  • Performing additional duties as assigned.

Supervisory Duties

Responsible for monitoring and managing the daily workflow and delegating tasks within the customer support division.

Evaluating the performance of customer support agents and conducting quality checks.

Creating an onboarding and training program for new customer support representatives.

Required Skills

  • Excellent communication abilities.
  • Strong problem-solving capabilities.
  • Effective conflict resolution skills.
  • Proficient documentation skills.
  • Meticulous attention to detail.
  • Ability to prioritize tasks in a dynamic environment.

Qualifications

Minimum Education: Bachelor’s degree in a relevant field or equivalent professional experience.

Exceptional written and verbal communication skills.

Ability to maintain a positive demeanor while handling repetitive tasks.

Proficient in typing and accurate data entry.

Some prior experience in customer support is preferred.

Familiarity with Help Desk Ticketing Systems / Help Desk Software is advantageous.

Experience with Google Suites, MS Excel, and PowerPoint is preferred.

Work Hours

8 AM - 5 PM, Monday to Friday

Benefits

Includes paid vacation, medical, dental, vision, and life insurance, 401K, complimentary lunch, and more.

Resume Submission:

Upon submitting your resume for review, our team will reach out if we are interested in considering you for this position.