Customer Engagement Coordinator

Vintti is a staffing agency that leverages the geographical advantage of Latin America to benefit US businesses. We connect companies with professionals who work in time zones closely aligned with or identical to US hours, ensuring seamless communication and collaboration. This synchronicity allows for real-time interaction, enhancing productivity and eliminating the delays often associated with offshore staffing.

A Customer Engagement Coordinator plays a pivotal role in enhancing the relationship between a company and its customers. This position involves managing and executing strategies to improve customer satisfaction and loyalty through various communication channels. Key responsibilities include responding to customer inquiries, coordinating events and promotional activities, analyzing feedback, and implementing improvements to the customer experience. By fostering strong and positive interactions, the Customer Engagement Coordinator helps to ensure that customers feel valued and understood, ultimately contributing to the company's growth and reputation.

- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 3 years of experience in customer service, customer engagement, or a similar role.
- Proficiency in using Customer Relationship Management (CRM) software.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to work collaboratively across departments.
- Demonstrated experience in developing and implementing customer engagement strategies.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Strong organizational and time-management skills.
- Ability to handle multiple tasks and prioritize effectively.
- High attention to detail.
- Experience in conducting customer surveys and focus groups.
- Knowledge of industry trends and best practices in customer engagement.
- Ability to adapt to changing priorities and business needs.
- Strong interpersonal skills and ability to build relationships with customers.
- Experience in planning and coordinating events.
- Ability to analyze data and prepare detailed reports.
- Experience in managing and resolving customer complaints.
- Capability to mentor and train junior staff or new hires.
- Familiarity with social media platforms and communication channels.

- Respond to customer inquiries via phone, email, and social media promptly and professionally.
- Conduct follow-up calls to ensure customer satisfaction and address any ongoing issues.
- Collaborate with sales and marketing teams to manage and resolve customer concerns.
- Track and document customer interactions and feedback using CRM software.
- Develop and implement strategies to enhance customer engagement and retention.
- Organize customer feedback surveys and focus groups.
- Prepare and present customer engagement metrics reports to management.
- Coordinate with product development teams to relay customer feedback and suggestions.
- Monitor industry trends and competitors to stay updated on best practices in customer engagement.
- Plan and execute customer appreciation events and programs.
- Maintain up-to-date knowledge of company products and services.
- Train and mentor junior staff or new hires on customer engagement best practices.
- Participate in team meetings and share insights on improving customer experience.
- Handle escalated customer complaints efficiently and diplomatically.
- Create and distribute communication materials to keep customers informed.

The ideal candidate for the Customer Engagement Coordinator role will possess a Bachelor’s degree in Business Administration, Marketing, Communications, or a related field, and have at least 3 years of experience in customer service or a similar role. They will demonstrate exceptional proficiency in using Customer Relationship Management (CRM) software and Microsoft Office Suite. This individual will exhibit excellent verbal and written communication skills, coupled with strong problem-solving and conflict-resolution abilities. With a highly proactive and self-motivated approach, the candidate will be both empathetic and customer-focused, showcasing strong interpersonal and relationship-building skills. They will excel in multitasking and managing priorities effectively, while maintaining high attention to detail. The candidate will have a proven track record of developing and implementing customer engagement strategies, conducting surveys and focus groups, and preparing detailed analytical reports. Additionally, they will display a deep understanding of industry trends and best practices in customer engagement, and be adept at planning and executing events. Possessing high emotional intelligence, the ideal candidate will be adaptable, creative, and innovative, with a positive, approachable demeanor. They will also have the ability to mentor and train junior staff, manage and resolve customer complaints efficiently, and demonstrate strong leadership potential, ethical standards, and integrity.

- Respond to customer inquiries via phone, email, and social media in a timely and professional manner.
- Conduct follow-up calls to ensure customer satisfaction and address any ongoing issues.
- Collaborate with the sales and marketing teams to manage and resolve customer concerns.
- Track customer interactions and feedback using CRM software.
- Develop and implement strategies to improve customer engagement and retention.
- Organize and facilitate customer feedback surveys and focus groups.
- Prepare and present reports on customer engagement metrics to management.
- Coordinate with product development teams to relay customer feedback and suggestions.
- Monitor industry trends and competitors to stay updated on best practices in customer engagement.
- Assist in planning and executing customer appreciation events and programs.
- Maintain up-to-date knowledge of company products and services to effectively assist customers.
- Train and mentor junior staff or new hires on customer engagement best practices.
- Participate in team meetings and share insights on improving the customer experience.
- Handle escalated customer complaints with diplomacy and resolve them efficiently.
- Create and distribute communication materials such as newsletters, emails, and updates to keep customers informed.

- Empathetic and customer-focused
- Strong interpersonal and relationship-building skills
- Highly proactive and self-motivated
- Excellent multitasking abilities
- Strong analytical skills
- Adaptive to change and flexible in approach
- Detail-oriented and thorough
- Creative and innovative thinker
- Results-driven and goal-oriented
- High emotional intelligence
- Persistent and resilient under pressure
- Team player with strong collaboration skills
- Positive and approachable demeanor
- Strong leadership potential
- High ethical standards and integrity

- Competitive salary range: $50,000 - $70,000 annually
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick days, and holidays
- Flexible work hours and remote work options
- Professional development and training opportunities
- Potential for career advancement and promotions
- Access to wellness programs and resources
- Employee assistance program (EAP)
- Tuition reimbursement for continued education
- Company-sponsored events and team-building activities
- Recognition and rewards programs
- Monthly or quarterly performance bonuses
- Subsidized gym membership or fitness programs
- Volunteer time off to support community engagement
- Friendly and inclusive company culture
- Travel opportunities for conferences and industry events
- Employee discounts on company products and services