Customer Service Coordinator

1 week ago

Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Title: Customer Care Coordinator

As a Customer Care Coordinator at the Texas Department of Aging & Disability Services, you will play a critical role in ensuring the smooth operation of our IT services. Your primary responsibility will be to coordinate with various stakeholders, including HHS IT, customers, and program area staff, to resolve customer requests and provide exceptional customer service.

Key Responsibilities:
  • Coordinate with HHS IT Alert requestors and IT Internal Marketing to develop communication plans for IT services affecting users.
  • Process requests by reviewing, editing, and testing instructions to ensure accuracy and accessibility.
  • Coordinate with CSS Project Managers and IT staff to develop notification plans for user tasks, such as computer refresh or return of laptops.
  • Research and analyze help desk tickets to assist with escalated tickets and coordinate with IT staff and customers to resolve issues.
  • Document processes and procedures with clear, concise technical steps, including flowcharts and diagrams, to ensure accessibility.
  • May assist with analysis, responsibilities, and procedures for agency disaster recovery.
  • Establish and maintain positive working relationships with all staff and stakeholders to create a customer-centric environment.
  • Perform other tasks as assigned to maintain continuous business operation and be available for after-hours and emergency alerts as needed.
Requirements:
  • Excellent written and verbal communication skills.
  • Knowledge of capabilities and limitations of computers and automated systems.
  • Knowledge of typical software development life cycle (SDLC).
  • Knowledge of laws, rules, and regulations relevant to Information Technology in Texas.
  • Ability to handle multiple priorities while meeting deadlines and demonstrate negotiation and facilitation skills.
  • Ability to gather Remedy on Demand data, extract relevant information, analyze, and recognize.
  • Ability to work independently to plan, organize, prioritize, and execute work.
  • Ability to provide training, develop presentations, and speak before professional groups.
  • Ability to develop communication plans and create innovative marketing campaigns.
  • Ability to work as part of a team and contribute to team harmony and success.
  • Ability to be dependable and comply with work schedules.
  • Ability to self-evaluate and improve one's own performance and conduct.
  • Ability to provide excellent customer service and create an optimum customer experience.
  • Ability to produce accurate, high-quality results.
Preferred Qualifications:
  • Highly skilled in all Microsoft Office, Teams, and PowerPoint applications.

This is a challenging and rewarding role that requires strong communication, problem-solving, and analytical skills. If you are a motivated and detail-oriented individual who is passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.

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