Customer Service Coordinator

This is a Full Time Job

WEC - WEA Corporation
High Level Job Description:

The purpose for the Customer Service Coordinator is to make sure that take care of clients quickly and efficiently in a professional manner. This position will ensure that clients are provided with excellent customer service at all times.

Detailed Job Description/ Responsibilities:
• Answer phones and respond to customer requests
• Confers with customer by phone to receive orders or resolve billing or service complaints and refers grievances to designated departments for investigation
• Provides customer additional information or explains services
• Transfer customer calls to appropriate staff
• Identify, research, and resolve customer issues using automated information systems to analyze the customers situation
• Tactfully handles confrontational or stressful interactions with the public
• Follow-up on customer inquiries not immediately resolved.
• Completes supporting paperwork and data entry as required including call logs and reports.
• Creates and maintains service reports
• Accurately captures customer information and inputs into automated system
• Research billing issues
• Research misapplied payments
• Recognize, document and alert the supervisor of trends in customer calls
• Recommends improvements to the various communications by the company (eg. website, FAQ, etc)
• Other duties as assigned

Required Competencies/Skills:
• Loves music and understands the “fan” mentality
• Has intimate knowledge of the customers’ needs
• Has empathy for the customers situation
• Excellent written and verbal communication skills as well as listening skills
• Excellent time management, follow-up skills, organizational skills with ability to prioritize workload, and strong attention to detail
• Ability to achieve deadlines in a personable, cooperative and efficient manner within a pressed environment
• Ability to communicate appropriate company policy to the customer.
• Strong leadership skills and problem-solving skills
• Must be an effective communicator that can convey information efficiently
• Self-motivated, detail-oriented and organized
• Able to work independently and efficiently to meet deadlines

Education Required:
• At least 1-2 years of Customer Service experience
• College Degree preferred or equivalent work experience
• Proficient in MS Excel, MS Outlook, Internet savvy