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Job Description:

Title: Customer Service Coordinator
Classification: Non-Exempt

Salary: $50,000/yearly
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
Job Ad
Career Navigator
Gulf Coast Region
Do you have a passion for making a difference in someone's life? Are you looking for an opportunity to use your skills, experience, and empathetic nature to work for a progressive, forward-thinking and family-owned company where creativity is encouraged? Are you goal driven? Then the Customer Service Coordinator position is for you! We are seeking a dynamic and team-oriented individual to join our spirited team.
As a Customer Service Coordinator, you are 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:
Provide general navigation support for the WorkInTexas system and Workforce Solutions programs
Identify customer needs through strategic questioning, active listening, and expectation clarification
Support system-wide customer surveys, outreach efforts, and continuous improvement initiatives
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
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
About EDSI:
EDSI is a progressive, forward-thinking, family-owned company that is B Corp Certified. Bring your expertise to EDSI where you can live our values of Show Up, Smile, and Support every day!

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