Customer Care Coordinator

Vintti bridges the staffing gap for US businesses with a unique focus on time zone compatibility. We source top talent from Latin America, offering companies access to professionals who are available during standard US working hours. This alignment eliminates the need for off-hour communications and allows for integrated teamwork, as if all team members were in the same office.

A Customer Care Coordinator plays a pivotal role in enhancing the customer experience by acting as a liaison between clients and the company. This role involves managing customer inquiries, resolving issues, and ensuring satisfaction through effective communication and problem-solving skills. They are responsible for maintaining accurate records, coordinating with various departments to address customer needs, and ensuring timely follow-ups. The goal is to build strong relationships with customers, fostering loyalty and trust in the brand while consistently delivering exceptional service.

- High school diploma or equivalent (required); bachelor's degree in a related field (preferred)
- Proven experience in customer service or customer care roles (minimum 2 years)
- Excellent verbal and written communication skills
- Strong problem-solving and conflict resolution abilities
- Ability to handle multiple tasks and prioritize effectively
- Proficiency with customer service software, CRM systems, and Microsoft Office Suite
- Strong attention to detail and accuracy in record-keeping
- Ability to work both independently and as part of a team
- Ability to stay calm and composed under pressure
- Strong organizational and time management skills
- Empathy and patience when dealing with customers
- Familiarity with handling returns, refunds, and exchanges
- Basic data analysis skills to generate and analyze reports
- Willingness to continuously learn and stay updated with product knowledge
- Flexibility to work various shifts, including weekends and holidays as needed
- Ability to train and mentor new team members
- Strong understanding of company policies and procedures

- Respond to customer inquiries via phone, email, and live chat
- Resolve product or service problems by clarifying complaints and determining solutions
- Coordinate with internal departments to handle customer requests
- Follow up with customers to ensure issue resolution
- Maintain and update customer records
- Process orders, forms, applications, and requests
- Provide accurate information about products, services, and policies
- Identify and escalate priority issues to appropriate team members
- Monitor customer satisfaction and implement feedback for improvement
- Generate and analyze reports on customer care activities and trends
- Train and support new team members in customer care procedures
- Participate in team meetings and contribute to service quality discussions
- Collaborate with team members to meet service level targets
- Handle returns, refunds, and exchanges per company policies
- Stay up-to-date with product knowledge and company updates

The ideal candidate for the Customer Care Coordinator position is a highly experienced and dedicated professional with a minimum of two years of customer service experience, preferably holding a bachelor's degree in a related field. They possess excellent verbal and written communication skills, strong problem-solving and conflict resolution abilities, and an unwavering ability to remain calm and composed under pressure. This individual excels at multitasking and prioritizing effectively, demonstrating a high level of organizational and time management skills, with a keen eye for detail and accuracy in record-keeping. They are tech-savvy and quickly adapt to new systems, including customer service software, CRM systems, and the Microsoft Office Suite. The perfect candidate is empathetic, patient, and adept at building rapport with customers, ensuring each interaction is handled with professionalism and care. They display strong emotional intelligence, a proactive problem-solving approach, and a positive attitude, consistently striving to exceed customer expectations. Additionally, they are reliable, accountable, and capable of working both independently and collaboratively within a team setting. Their adaptability to varying customer service situations, willingness to work flexible shifts, including weekends and holidays, and a commitment to continuous learning and improvement further enhance their suitability for this role. With a customer-centric mindset, a strong work ethic, and a readiness to go the extra mile, this candidate is focused on delivering exceptional customer satisfaction and contributing effectively to the overall success of the customer care team.

- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner
- Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, and selecting and explaining the best solution
- Coordinate with internal departments to ensure customer requests are handled appropriately
- Follow up with customers to ensure their issues are resolved satisfactorily
- Maintain customer records by updating account information and documenting all interactions
- Process orders, forms, applications, and requests efficiently
- Provide accurate information about products, services, and policies
- Identify and escalate priority issues to the appropriate team members or managers
- Monitor customer satisfaction and implement feedback to improve customer care practices
- Generate and analyze reports on customer care activities and trends to identify areas for improvement
- Train and support new team members in customer care procedures and protocols
- Participate in team meetings and contribute to discussions on improving customer service quality
- Collaborate with team members to meet and exceed service level targets and goals
- Handle returns, refunds, and exchanges in accordance with company policies
- Stay up-to-date with product knowledge and company updates to provide accurate information to customers

- Friendly and approachable demeanor
- Strong listening skills
- High level of emotional intelligence
- Proactive approach to problem-solving
- Ability to build rapport with customers quickly
- High degree of patience and empathy
- Excellence in attention to detail
- Strong work ethic and reliability
- Adaptability to varying customer service situations
- High level of accountability and ownership
- Positive attitude and resilience
- Strong organizational skills
- Ability to balance multiple priorities
- Effective collaboration with team members
- Customer-centric mindset
- Willingness to go the extra mile for customer satisfaction
- Tech-savvy and quick to learn new systems
- Self-motivated with a can-do attitude
- Consistent professionalism in all interactions
- Ability to follow through on tasks without supervision

- Competitive salary range ($45,000 - $55,000 per year)
- Health, dental, and vision insurance
- 401(k) retirement plan with company matching
- Paid time off (PTO) and paid holidays
- Flexible work schedule with options for remote work
- Employee assistance program (EAP)
- Professional development opportunities and tuition reimbursement
- Employee discounts on products and services
- Wellness programs including gym membership discounts
- Performance-based bonuses and incentives
- Comprehensive training programs
- Opportunities for career growth and advancement
- Collaborative and inclusive work environment
- Regular team-building activities and social events
- Supportive management team
- Access to the latest technologies and tools