Customer Service Coordinator

About this role

Job Description:

Title: Customer Service Coordinator

Salary: $50,000 + benefits

Classification: Non-Exempt

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
• · 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.