Edtech.com's Summary

EDSI Solutions is hiring a Customer Service Coordinator to serve as the first point of contact for jobseekers. The role involves delivering high-quality customer service via phone, email, and in-person, assisting with virtual navigation, scheduling appointments, and directing individuals toward workforce programs and career resources.

Highlights

Answer calls, emails, and web chat inquiries promptly.
Schedule appointments using the WAVE system with appropriate staff or programs.
Provide navigation support for WorkInTexas.com and Workforce Solutions programs.
Refer specialized inquiries to units like Employer Engagement and Community Engagement.
Maintain accurate interaction records in WAVE and CRM systems.
Identify customer needs through strategic questioning and active listening.
Route customers to correct staff or departments and provide real-time guidance.
Conduct follow-ups to ensure customer needs are met and applications are complete.
Support customer surveys, outreach efforts, and continuous improvement initiatives.
Bachelor’s degree preferred or equivalent experience; strong virtual platform knowledge and communication skills required.
Experience with long periods on the phone and delivering high-quality customer service is important.
Must have reliable transportation to and from worksite and other required locations.
Salary: $50,000 per year.

Customer Service Coordinator Full Description

Overview:

Salary $50,000 year

The Customer Service Coordinator serves as the first point of contact for jobseekers, providing high-quality customer service through phone, email, and in-person interactions. This position will assist with virtual service navigation, direct individuals to appropriate workforce programs, and support jobseekers in accessing career resources and employment opportunities.

Responsibilities:

Answer calls, emails, and web chats inquiries in a timely manner
Schedule appointments using the WAVE system with appropriate staff or program
Provide general navigation support for WorkInTexas.com and Workforce Solutions programs
Refer complex or specialized inquiries to specialized units, such as Employer Engagement, Community Engagement, etc.
Maintain accurate interaction records in WAVE and/or CRM
Identify customer needs through strategic questioning, active listening, and expectation clarification
Provide information on appropriate services and address customer questions or concerns professionally
Route customers to the correct staff or department and provide real-time guidance
Conduct follow-up to ensure customer needs are met and applications are fully completed
Support system-wide customer surveys, outreach efforts, and continuous improvement initiatives
Document all calls and emails using a standardized spreadsheet and update resource guides for service providers and points of contact
Maintain current knowledge of programs by attending daily meetings, reviewing new service launches, and collaborating with service providers
Track all services provided using the state system of record and team-wide reporting platform, ensuring accurate daily data capture
Engage with diverse individuals professionally and contribute to a positive, solution-focused workplace
Other opportunities as available

Qualifications:

Bachelor’s degree preferred, or equivalent experience
Prior experience and comfortability with long periods on the phone
Strong knowledge of virtual platforms and how to help individuals navigate online websites
Strong verbal and communication skills
Experience in delivering high-quality customer service
Must have reliable transportation to and from the worksite and other required locations

Original Job Description

Overview:

Salary $50,000 year

Answer calls, emails, and web chats inquiries in a timely manner
Schedule appointments using the WAVE system with appropriate staff or program
Provide general navigation support for WorkInTexas.com and Workforce Solutions programs
Refer complex or specialized inquiries to specialized units, such as Employer Engagement, Community Engagement, etc.
Maintain accurate interaction records in WAVE and/or CRM
Identify customer needs through strategic questioning, active listening, and expectation clarification
Provide information on appropriate services and address customer questions or concerns professionally
Route customers to the correct staff or department and provide real-time guidance
Conduct follow-up to ensure customer needs are met and applications are fully completed
Support system-wide customer surveys, outreach efforts, and continuous improvement initiatives
Document all calls and emails using a standardized spreadsheet and update resource guides for service providers and points of contact
Maintain current knowledge of programs by attending daily meetings, reviewing new service launches, and collaborating with service providers
Track all services provided using the state system of record and team-wide reporting platform, ensuring accurate daily data capture
Engage with diverse individuals professionally and contribute to a positive, solution-focused workplace
Other opportunities as available

Qualifications:

Bachelor’s degree preferred, or equivalent experience
Prior experience and comfortability with long periods on the phone
Strong knowledge of virtual platforms and how to help individuals navigate online websites
Strong verbal and communication skills
Experience in delivering high-quality customer service
Must have reliable transportation to and from the worksite and other required locations

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Edtech.com's Summary

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