Customer Care Lead Coordinator

Job Description

Job Description

Customer Care Lead Coordinator

Employment Type: Full-time, temp-to-hire
Classification: Non-exempt
Pay: $26.00–$29.00 per hour
Department: Field Service
Start Date: As soon as possible
Overtime: May be available based on business needs

Position Summary

Quest International is seeking an organized and customer-focused Customer Care Lead Coordinator to support daily customer-care and call-center operations. This position coordinates team workloads, handles escalated customer concerns, tracks requests through resolution, and maintains accurate CRM and ERP records.

Key Responsibilities

• Coordinate daily customer-care activity, workloads, and follow-up priorities.
• Respond to customers by phone, email, CRM, and other approved channels.
• Resolve escalated or complex customer concerns professionally.
• Track service requests, orders, issues, and commitments through completion.
• Enter and update customer information, sales orders, purchase orders, and related records.
• Work with Field Service, Operations, Logistics, and Sales to resolve customer needs.
• Provide daily guidance and support to customer-care team members.
• Monitor open requests, response activity, workload, and service issues.
• Prepare reports and identify opportunities to improve customer-service processes.
• Maintain accurate, confidential, and professional documentation.

Required Qualifications

• High school diploma or equivalent.
• At least three years of professional call-center, customer-care, or customer-service experience.
• Previous team-lead, mentoring, coordination, or supervisory experience.
• Experience resolving escalated customer concerns.
• Experience using CRM and ERP or order-management systems.
• Working knowledge of sales orders and purchase orders.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Strong communication, organization, documentation, and follow-up skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Experience

• Field-service, repair, logistics, medical-equipment, or technical-service support.
• Call-queue, workload, service-level, or response-time monitoring.
• Customer-service reporting and process improvement.

About Quest International

Quest International provides technical service, repair, logistics, customer support, field-service, and equipment lifecycle solutions for medical-device manufacturers and other technology-focused organizations.

Equal Employment Opportunity

Quest International is an Equal Opportunity Employer . Employment decisions are based on job-related qualifications, demonstrated experience, business requirements, and the ability to perform the essential functions of the position, with or without reasonable accommodation.

Qualified applicants with criminal histories will be considered in accordance with applicable federal, state, and local laws.