Customer Care Lead Coordinator

Job Description

Job Description

Customer Care Lead Coordinator

Quest International is seeking an organized, customer-focused, and results-driven Customer Care Lead Coordinator to support daily customer-care and call-center operations. This position will help coordinate team activity, manage customer requests, resolve escalated concerns, maintain accurate records, and ensure customers receive timely and professional support.

The ideal candidate has professional call-center or customer-service experience, previous leadership or team-coordination responsibility, and experience using CRM and ERP systems in a fast-paced service environment.

• Coordinate daily customer-care and call-center activities to support timely and consistent service.
• Assist with prioritizing and distributing customer requests and team workloads.
• Handle customer interactions by telephone, email, CRM, and other approved communication channels.
• Respond to customer questions and resolve escalated or complex concerns professionally.
• Monitor open customer requests, service issues, orders, and follow-up commitments through resolution.
• Maintain accurate customer, service, order, and communication records in CRM and ERP systems.
• Enter, review, and update sales orders, purchase orders, customer information, and related documentation.
• Communicate with Field Service, Operations, Logistics, Sales, and other internal departments to resolve customer needs.
• Provide daily guidance, support, and follow-up to customer-care team members.
• Help maintain call-center procedures, customer-service standards, and accurate documentation.
• Identify recurring customer concerns and recommend improvements to workflows and service processes.
• Prepare and review reports involving open requests, customer concerns, workload, response activity, and follow-up status.
• Use standard telephone-system functions, including call transfers and conference calls.
• Maintain professionalism, confidentiality, accuracy, and attention to detail.
• Perform additional related duties based on business and customer-service needs.

• High school diploma or equivalent.
• At least three years of professional call-center, customer-service, customer-care, or closely related experience.
• Previous experience leading, coordinating, mentoring, or supporting a customer-service or call-center team.
• Experience handling frontline customer interactions and resolving escalated concerns.
• Experience using a CRM platform.
• Experience using an ERP, order-management, or comparable business system.
• Working knowledge of sales orders and purchase orders.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Excellent written and verbal communication skills.
• Strong organizational, documentation, and follow-up abilities.
• Ability to manage multiple priorities and remain composed in a fast-paced environment.
• Strong attention to detail and a methodical approach to completing work.
• Professional telephone communication and customer-service judgment.

• Experience supporting field-service, repair, logistics, medical-equipment, or technical-service operations.
• Experience tracking customer requests from initial contact through final resolution.
• Experience monitoring call queues, service levels, response times, workloads, or escalations.
• Experience improving customer-service or call-center workflows.
• Experience preparing customer-service or operational reports.

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

Successful performance in this position includes timely responses to customer requests, accurate CRM and ERP documentation, effective workload coordination, professional handling of escalations, dependable follow-up, and consistent communication with customers and internal departments.

Quest International provides technical service, repair, logistics, customer support, field-service, and equipment lifecycle solutions for medical-device manufacturers and other technology-focused organizations. Our teams help customers maintain dependable equipment performance, service continuity, and responsive technical support.

Qualified candidates may be asked to complete:

• Resume and employment-application review
• Recruiter interview
• Hiring-manager interview
• Customer-service and leadership evaluation
• CRM, ERP, order-processing, and Microsoft Office experience validation
• Employment-history and reference review
• Applicable pre-employment requirements

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.