Customer Service Coordinator

Customer Service CoordinatorSalary: $50,000 + benefitsClassification: Non-ExemptScope of Position: 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.Essential Functions:Answer calls, emails, and web chats inquiries in a timely mannerSchedule appointments using the WAVE system with appropriate staff or programProvide general navigation support for the WorkInTexas system and Workforce Solutions programsRefer complex or specialized inquiries to specialized units, such as Employer Engagement, Community Engagement, etc.Maintain accurate interaction records in WAVE and/or CRMIdentify customer needs through strategic questioning, active listening, and expectation clarificationProvide information on appropriate services and address customer questions or concerns professionallyRoute customers to the correct staff or department and provide real-time guidanceConduct follow-up to ensure customer needs are met and applications are fully completedSupport system-wide customer surveys, outreach efforts, and continuous improvement initiativesDocument all calls and emails using a standardized spreadsheet and update resource guides for service providers and points of contactMaintain current knowledge of programs by attending daily meetings, reviewing new service launches, and collaborating with service providersTrack all services provided using the state system of record and team-wide reporting platform, ensuring accurate daily data captureEngage with diverse individuals professionally and contribute to a positive, solution-focused workplaceOther opportunities as availableEducation and Experience Requirements:Bachelor's degree preferred, or equivalent experienceBilingual in Spanish requiredPrior experience and comfortability with long periods on the phoneStrong knowledge of virtual platforms and how to help individuals navigate online websitesStrong verbal and communication skillsExperience in delivering high-quality customer serviceMust have reliable transportation to and from the worksite and other required locationsEDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.