Customer Service Coordinator

1 month ago

Montréal, Canada Alsco Full time

Classification: Non-Exempt

Job Summary:
The Customer Service Coordinator (CSC) drives customer loyalty through response to inbound customer calls and proactive outbound calls. The CSC coordinates the flow of information to and from the Service Department and follows up with customers to ensure satisfactory resolution. Performs other duties as required and reports to the Service Manager.

Essential Functions:

- In a courteous and professional manner, respond to customer service needs according to company policy and procedures.
- Make outbound calls or respond to inbound calls, performing such tasks as audits, up-selling opportunities, problem resolution, sales lead referral, customer follow-up and processing order requests.
- Coordinate the flow of information within the Service Department, maintain call logs and files, check night messages, contact personnel as appropriate, print daily reports and arrange deliveries.
- Ensure customer loyalty and outstanding customer service, all with a sense of urgency. Build relationships, communicate openly, educate customers, manage customer needs and proactively resolve concerns in cooperation with supervision.
- Prepare, distribute and track Welcome packets, renewals, service agreements, yearly/monthly reports, and other paperwork.
- Monitor and report competitive activity.
- Follow written and verbal instructions, attend meetings and perform other tasks as directed by supervision.

Additional Functions:

- Work with and support other service personnel as required by supervision.

Qualifications:

- Demonstrate excellence in telephone skills.
- Demonstrate excellence in internal/external customer service, sales and relationship building skills.
- Good experience and skills in MS Office and basic administrative tasks.
- Excellent verbal and written communication skills in English, ability to comprehend and follow direction, as well as good time management skills and being a team player.
- Recognize colors, sizes and types of product and count, add and subtract accurately.

**Education**:

- High School graduation or similar experience.

Travel Requirements:

- None.

Typical Environmental Conditions:

- Offices and service areas of a typical industrial laundry facility, Service Center or depot.

Revised: 11/19/2021

**Coordonnateur du service à la clientèle**

Classification : Non Exempté

Résumé des fonctions:
Le coordonnateur du service à la clientèle (CSC) favorise la fidélisation de la clientèle en répondant aux appels entrants des clients et en répondant aux appels sortants proactifs. Le CSC coordonne le flux d’information entrant et sortant du département de service et effectue un suivi auprès des clients afin d’assurer une résolution satisfaisante. Effectue d’autres tâches comme requis et relève du directeur de service.

Fonctions principales:

- De façon courtoise et professionnelle, répond aux besoins en matière de service à la clientèle conformément aux politiques et procédures de l’entreprise.
- Fait des appels sortants ou répond aux appels entrants, effectue des tâches comme les vérifications, les occasions de vente incitative, la résolution de problèmes, la recommandation d’un chef des ventes, le suivi auprès des clients et le traitement des demandes de commande.
- Coordonne le flux de l’information au sein du département de service, tient à jour les registres et les dossiers des appels, vérifie les messages de nuit, communique avec le personnel, imprime les rapports quotidiens et organise les livraisons.
- Assure la fidélité des clients et un service à la clientèle exceptionnel, le tout avec un sentiment d’urgence. Établi des relations, communique ouvertement, éduque les clients, gère les besoins des clients et résoud les problèmes de façon proactive en collaboration avec la supervision.
- Prépare, distribue et fait le suivi des trousses de bienvenue, des renouvellements, des ententes de service, des rapports annuels/mensuels et des autres documents.
- Surveille et signale les activités de la concurrence.
- Suit les instructions écrites et verbales, assiste aux réunions et effectue d’autres tâches selon les directives de la supervision.

Fonctions additionnelles:

- Travaille avec d’autres membres du personnel de la succursale et leur offre du soutien, selon les exigences de la supervision.

Compétences:

- Fait preuve d’excellence en matière de compétences téléphoniques.
- Fait preuve d’excellence en matière de service à la clientèle interne et externe, de compétences en vente et en établissement de relations.
- Bonne expérience et compétences dans MS Office et dans les tâches administratives de base.
- Excellentes aptitudes pour la communication orale et écrite en anglais, capacité à comprendre et à suivre les directives, ainsi que de bonnes aptitudes pour la gestion du temps et l’esprit d’équipe.
- Reconnaît les couleurs, les tailles et les types de produits e

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