Customer Care Coordinator

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

This position is responsible for the training of customer service personnel, X3 & Customer Care support, and communication between various departments. The Customer Care Coordinator is responsible for organizing and optimizing departmental training programs, operations of the group, communications within the group, and continuous improvement efforts for the group. Track results of quality and productivity standards, ongoing quality improvement programs, and established key performance indicators (KPI’s). Determine the appropriate measures of quality service and report to the market team members, to include: performance indicators, service trends and customer feedback. This position also assists the Director of Customer Care with their responsibilities when necessary. Maintains process and function documentation for group. Strategically promotes positive long-lasting customer relationships through partnering with sales. Responsible for periodic managements reports as needs dictate.

JOB SUMMARY:  This position is responsible for the training of customer service personnel, X3 & Customer Care support, and communication between various departments.  The Customer Care Specialist is responsible for organizing and optimizing departmental training programs, operations of the group, communications within the group, and continuous improvement efforts for the group. Track results of quality and productivity standards, ongoing quality improvement programs, and established key performance indicators (KPI’s).  Determine the appropriate measures of quality service and report to the market team members, to include: performance indicators, service trends and customer feedback.  This position also assists the Director of Customer Care with their responsibilities when necessary. Maintains process and function documentation for group. Strategically promotes positive long-lasting customer relationships through partnering with sales. Responsible for periodic managements reports as needs dictate.

EDUCATION:

Required:  High school diploma or equivalent.

Preferred:  Bachelors degree or equivalent combination of experience, training, education from which comparable knowledge, skills, and abilities have been achieved.

EXPERIENCE:

Required:  3-5 Years

Preferred:   5+ Years

POSITION REQUIREMENT(S): Specialized Skills/License/Certification

Required:  Strong computer skills, ability to work well on a team, strong communication and organizational skills.

Preferred:  Strong team leadership skills and customer support activities.  Ability to lead, coach, and mentor staff.  Excellent organization, motivation, leadership, and interpersonal skills.

CORE COMPETENCIES (Essential Job Functions)

1) Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

2) Train or instruct employees in job duties and company policies.

3) Provide input on employees' job performance to director and conformance to regulations.

4) Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

5) Foster a work environment to promote teamwork, initiative, and empowerment.

6) Provide customer care support when necessary.

7) Serve as the liaison between sales/customers.

8) Assist Director of Customer Care with duties when necessary.

9) Completes special projects upon requests, and other duties may be assigned.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!