Customer Service Coordinator

About the role

The Customer Experience Coordinator works in a fast-paced, high-volume support center and is responsible for receiving and resolving customer inquiries in a timely manner.

Responsibilities

• Build positive relationships with customers
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Improve customer service experience, create engaged customers and facilitate organic growth
• Work with Sales Team to create better methods to address customer complaints
• Effective time management, multi-tasking and prioritization skills
• In-depth understanding of JW products, operations, websites, and literature to add value to and assist customers
• Address customer inquiries that come into the customer service department by phone, web/email, mail, fax, chat, or Social Media by providing courteous and prompt responses
• Process complex drawings, quotes and order requests per departmental guidelines (i.e. change orders)
• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs to professionally resolve and/or manage customer situations with a goal of first contact resolution
• Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager
• Interpret warranty conditions and issues
• Build and develop relationships with operations, sales, product line management and finance
• Update management on customer developments/issues
• Use appropriate data systems to track contacts and inquiries including SalesForce, Titan, Microsoft Office
• Interface across multiple facilities and product lines
• Manage projects with leadership guidance
• Report to department leadership any areas that do not meet service expectations and present opportunities for improvement

Requirements

• Intermediate skill in Microsoft Office applications
• Ability to handle escalated customer service situations
• Ability to manage escalations and resolve problems independently
• Passionate about providing the exceptional customer experience
• Ability to quickly learn new software, systems or processes and products
• Strong communication skills (verbal and written)

Qualifications

• Bachelor degree from an accredited institution required
• 3 years Customer Service experience with demonstrated JW product and system knowledge

Skills

• Intermediate skill in Microsoft Office applications
• Ability to handle escalated customer service situations
• Ability to manage escalations and resolve problems independently
• Passionate about providing the exceptional customer experience
• Ability to quickly learn new software, systems or processes and products
• Strong communication skills (verbal and written)

Benefits

As a global organization, specific benefits may vary, however typically including medical & dental, generous leave policies, retirement program, etc.

Pay

Competitive compensation & benefits packages

Schedule

N/A