Customer Care Coordinator

Customer Care Coordinator

The primary purpose of this position is to provide vital guidance and oversight to the Customer Care department, including supporting the creation, maintenance, and elevation of customer satisfaction and employee development.

In this role, you will:

• Create and maintain personnel scheduling including working with Supervisor to cover schedule openings, coordinate time off, and coordinate holiday scheduling, as to provide adequate coverage utilizing the most cost-effective method.
• Help evaluate employee performance at scheduled intervals.
• Help develop, monitor and provide continual employee training.
• Investigate and document concerns from customers and/or other Per Mar departments.
• Help in the phone que, collections, and/or account changes when busy, short staffed, or during breaks to maintain the proper coverage.
• Retrieve and monitor necessary customer care handling information: phone recordings, AR Reports, maintain the functional aspect of Fresh Desk, etc.
• Help with monthly stats, scorecard, Sales, PTO.
• Inform Technical Department of needed repairs. Track repair time frame.
• Investigate and resolve employee problems and complaints.
• Identify any operation/procedure problems and advise your Supervisor. Suggest alternative plans for possible solution.
• Monitor department productivity.
• Assure morale on the shift is positive and take measures to keep it a positive work environment.
• Cover team members, coordinators, and supervisors as needed.
• Complete all other duties assigned by the Customer Care Supervisor and/or management staff.

What you’ll need:

• To be trained through all tiers of the Customer Care competency plan.
• Must be able to obtain a specified license to perform work in the security industry according to the rules and regulations prescribed by the State in which the department operates.
• A high school diploma or GED
• Must be able to type at least 35 wpm.
• One to three years basic phone, customer service and/or call center experience preferred.
• Strong customer service focus/skills are a must.
• Must be detail-oriented and able to handle multiple tasks.
• Strong computer skills with demonstrated experience in Microsoft Office Suite including Word and Excel. Internet skills required.
• Must be able to effectively present information in personal and small group situations; i.e.: customers, clients, and other employees in the organization..