Customer Service Coordinator Job Description

5 days ago

Oakville, Canada Blue-Pencil Business Services Inc. Full time

Position Summary
This position is expected to grow into the Customer Service Team Lead role within 12 months, making this an exciting opportunity for a highly skilled, ambitious, and self-motivated individual with strong leadership potential.
Key Responsibilities
1. Client Communication
- Address client inquiries, resolve complaints, and escalate issues as needed.
- Communicate account terminations or cancellations, ensuring solutions are favorable to both the client and the company.

3. Client Account Management
4. - Onboard new clients, coordinating the delivery of appropriate resources for successful setup.
- Verify and update client service rates, ensuring accuracy across systems.
- Maintain and update client files, agreements, and internal reports to ensure data accuracy.

5. Reporting and Data Analysis
6. - Analyze reports in Excel, manipulate data to identify trends, and present findings to management.
- Provide insights into client behavior and recommend process improvements.

1. Process Improvement and Projects
2. - Streamline existing workflows, create or maintain operating procedures, and improve file management systems.
- Work on active projects, independently or with the team, to enhance efficiency and customer satisfaction.

3. Team Support and Cross-Training
4. - Cross-train on other customer service and administrative positions to act as backup when needed.
- Collaborate with the Dispatch Coordinator to handle overflow calls and inquiries.
- Support management and executives with various internal projects.

**Qualifications**:

- Customer Service Expertise: 3+ years of experience in a customer-facing role with a proven track record of delivering excellent service.
- Leadership Potential: Strong leadership and interpersonal skills, with the ability to grow into a team lead role.
- Problem-Solving Skills: Creative and proactive in resolving issues to meet client and company needs.
- Organizational Skills: Highly organized, detail-oriented, and able to multitask effectively in a fast-paced environment.
- Technical Proficiency: Intermediate or advanced skills in Microsoft Excel (data manipulation, creating reports) and Microsoft Office Suite. Experience with CRM or ERP software is an asset.
- Communication Skills: Exceptional written and verbal communication abilities.
- Self-Motivation: Capable of working independently or collaboratively in a team setting.
- Adaptability: Comfortable taking on new responsibilities and supporting cross-functional roles as needed.

Compensation and Growth
- Competitive salary based on experience.
- Path to Customer Service Team Lead within 12 months, with additional compensation for leadership responsibilities.

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