Customer Service Coordinator

Job Description:

Title: Customer Service Coordinator
Salary: $50,000 + benefits
Classification: Non-Exempt

*** Bilingual proficiency in English and Spanish is required.***

Scope 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 manner
• Schedule appointments using the WAVE system with appropriate staff or program
• Provide general navigation support for the WorkInTexas system and Workforce Solutions programs
• Refer complex or specialized inquiries to specialized units, such as Employer Engagement, Community Engagement, etc.
• Maintain accurate interaction records in WAVE and/or CRM
• Identify customer needs through strategic questioning, active listening, and expectation clarification
• Provide information on appropriate services and address customer questions or concerns professionally
• Route customers to the correct staff or department and provide real-time guidance
• Conduct follow-up to ensure customer needs are met and applications are fully completed
• Support system-wide customer surveys, outreach efforts, and continuous improvement initiatives
• Document all calls and emails using a standardized spreadsheet and update resource guides for service providers and points of contact
• Maintain current knowledge of programs by attending daily meetings, reviewing new service launches, and collaborating with service providers
• Track all services provided using the state system of record and team-wide reporting platform, ensuring accurate daily data capture
• Engage with diverse individuals professionally and contribute to a positive, solution-focused workplace
• Other opportunities as available

Education and Experience Requirements:

• Bachelor's degree preferred, or equivalent experience
• Bilingual in Spanish required
• Prior experience and comfortability with long periods on the phone
• Strong knowledge of virtual platforms and how to help individuals navigate online websites
• Strong verbal and communication skills
• Experience in delivering high-quality customer service
• Must have reliable transportation to and from the worksite and other required locations

EDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.