Client Service Coordinator

5 days ago

Wilmington, Delaware, United States Corporation Service Company Full time
About the Role

We are seeking a highly skilled and experienced Client Service Coordinator to join our Digital Brand Services team. As a key member of our team, you will be responsible for delivering exceptional client experiences and driving process improvements across our organization.

Key Responsibilities
  • Client Service Delivery: Ensure that we consistently deliver on our client promises and provide a high-quality experience for our clients.
  • Workflow Coordination: Coordinate daily workflow, ensuring that all work is covered and prioritized, and communicate any resource needs to our leadership team.
  • Team Performance Management: Drive teammates to meet goals and deadlines, while monitoring and reporting progress results to the team daily.
  • Client Communication: Actively monitor client phone and chat queues daily, alerting the team to coverage shortages and reporting any issues with phone and chat coverage or service levels to our service leaders and technical teams.
  • Project Coordination: Coordinate and assist with projects received from internal teams, such as registry launches and vendor consolidations.
  • Service Escalation: Act as a service escalation point for our clients in the region.
  • Process Improvement: Actively participate in our DBS Service Excellence (SET) and Change Coach Teams to drive process improvements and provide regular updates and insights to our service teams.
  • Feedback and Suggestions: Provide feedback regarding system and procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes and templates.
  • Goal Setting: Set measurable goals and objectives for teams related to workflow and efficiency, and partner with our Service Quality team to maintain metrics data that will inform individual and team results.
  • Training and Development: Partner with our Market Leaders to recommend training needs and identify training gaps and plans.
  • Mentoring and Support: Support mentoring of new team members, assist with interviews, scheduling sit-withs, and providing feedback on candidate observations, as needed.
Requirements
  • Passion for Process Improvement: A passion for streamlining and optimizing workflows and processes.
  • Analytical Mindset: An analytical mindset with an ability to seek to understand, make recommendations and decisions, and problem-solve.
  • Technical Skills: Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.).
  • Project Management: Proven ability to organize and manage a project independently, driving it forward to completion.
  • Leadership and Communication: Demonstrated ability to guide individuals towards shared goals and results, removing barriers and blockers and setting a standard of accountability within teams.
  • Facilitation and Negotiation: Previous experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made.
  • Communication and Interpersonal Skills: Strong negotiation, listening, and communication skills, both verbal and written.
  • Attention to Detail: Strong attention to detail.
  • Adaptability and Time Management: Ability to multi-task, prioritize, adapt, and deliver results in a deadline-driven environment.

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