Customer Service Coordinator

Job Description

Job Description

About the Role

CERO Cooperative is seeking an organized, dependable Customer Service Coordinator to manage customer relationships, provide excellent customer support, and assist with sales and administrative activities.

Daily responsibilities primarily involve customer communications, support ticket management, and maintaining accurate account records. Other activities, including site visits, sales support, customer education, and occasional outreach events, occur periodically based on customer needs and seasonal activities.

We are looking for someone who communicates effectively, is comfortable using technology, and can manage multiple responsibilities independently while collaborating with a small team.

Responsibilities

Daily & Ongoing

• Manage incoming support tickets across all departments and respond to customer inquiries via phone and email.
• Investigate complaints, coordinate with appropriate team members, and follow through to resolution.
• Maintain accurate customer records, service information, and account notes in Zoho and other company systems.
• Communicate service requests and relevant customer information to the Operations Manager.
• Maintain positive customer relationships through regular communication and follow-up.
• Track outstanding requests and assigned tasks to ensure timely completion.
• Respond to prospective customer inquiries and follow up on sales opportunities.

Periodic & As Needed

• Conduct customer site visits to assess service needs, address concerns, and maintain relationships.
• Provide customer education and training on composting practices and contamination prevention.
• Prepare service quotes, proposals, and agreements using established procedures.
• Assist with onboarding new customers, including gathering account information and coordinating initial service arrangements.
• Prepare basic reports, correspondence, and administrative documents.
• Participate in customer meetings and assist with occasional outreach events, educational activities, and seasonal initiatives.
• Support other related projects based on workload and company priorities.

Requirements

• Previous experience in customer service, administrative support, or a related field.
• Excellent written and verbal communication skills and strong reading comprehension.
• Computer proficiency, including email, spreadsheets, and common business applications.
• Strong organizational skills, attention to detail, and ability to prioritize multiple tasks.
• Ability to work independently, solve problems, and follow through on responsibilities.
• Professional and respectful communication with customers and coworkers.
• Ability to learn new software and procedures quickly.
• Experience with CRM software, Google Workspace, or sales support is a plus.
• Spanish-language proficiency is a plus.

About CERO

CERO Cooperative is a worker-owned commercial composting company serving businesses and institutions throughout Greater Boston. We collect food waste and transport it to local farms for beneficial reuse, helping customers reduce waste while supporting a sustainable and equitable local economy.

Our multicultural, multilingual cooperative is committed to environmental justice, collaboration, and creating meaningful economic opportunities in our communities.