Customer Experience 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 Experience Coordinator plays a pivotal role in enhancing customer satisfaction and loyalty by ensuring a seamless and positive interaction between clients and the company. This position entails analyzing customer feedback, addressing inquiries and concerns, and implementing strategies to improve overall customer experience. They collaborate with various departments to create cohesive and efficient processes, aiming to exceed customer expectations and drive business growth. By monitoring service quality and developing training programs, the Customer Experience Coordinator supports a customer-centric culture that fosters long-term relationships and brand advocacy.

- Bachelor’s degree in Business, Communications, or a related field preferred.
- Proven experience as a Customer Service Representative, Customer Experience Coordinator, or similar role.
- Strong proficiency in customer relationship management (CRM) software and tools.
- Excellent written and verbal communication skills.
- Strong problem-solving skills and attention to detail.
- Ability to handle high-stress situations and remain calm under pressure.
- Strong multi-tasking and organizational skills.
- Ability to work independently as well as in a team environment.
- Familiarity with social media platforms and their role in customer service.
- Analytical skills to interpret customer service metrics and data.
- Experience with conducting and analyzing customer satisfaction surveys.
- Strong interpersonal skills to effectively collaborate with other departments.
- Ability to adapt to various customer personalities and situations.
- Flexibility to handle shift work, weekends, or holidays if required.
- Prior experience in training and mentoring new team members.
- Proficiency in MS Office Suite (Word, Excel, PowerPoint).
- Basic understanding of sales and marketing principles.
- Commitment to continuous learning and development in customer experience best practices.

- Respond to customer inquiries and resolve complaints via phone, email, and chat.
- Follow up with customers to ensure issue resolution and satisfaction.
- Monitor and manage customer feedback on social media platforms.
- Collaborate with other departments to address complex customer issues.
- Track and document interactions and transactions in the CRM system.
- Analyze customer service metrics and prepare improvement reports.
- Participate in team meetings to discuss updates and share customer insights.
- Assist in developing and updating customer service procedures and policies.
- Conduct surveys to gauge customer satisfaction and gather feedback.
- Maintain comprehensive knowledge of the company’s products and services.
- Provide training and support to new team members.
- Coordinate with sales and marketing teams on customer engagement strategies.
- Handle high volumes of customer interactions during peak periods.
- Proactively identify common issues and suggest solutions.
- Engage in ongoing learning and development regarding industry best practices and policies.

The ideal candidate for the role of Customer Experience Coordinator is a dedicated, customer-focused professional with a Bachelor’s degree in Business, Communications, or a related field, and proven experience in a similar position. This individual demonstrates exceptional written and verbal communication skills, and excels in problem-solving with a keen attention to detail. They possess high emotional intelligence, remain calm under pressure, and can handle high-stress situations with ease. Proficient in CRM software, social media platforms, and MS Office Suite, they are adept at multi-tasking and organizing their workload effectively. They are analytical, able to interpret customer service metrics and data, and use insights to drive continuous improvement. With a strong grasp of the company’s products and services, they are committed to ongoing learning and development. As a proactive, solution-oriented individual, they can adapt to various customer personalities and situations, collaborate seamlessly with other departments, and have experience in training and mentoring new team members. Their ability to build and maintain positive relationships, coupled with a high level of patience, empathy, and a positive attitude, sets them apart. They exhibit a strong work ethic, sense of responsibility, and accountability, ensuring that they consistently deliver exceptional customer experiences.

- Respond to customer inquiries and resolve complaints via phone, email, and chat promptly.
- Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
- Monitor and manage customer feedback through various channels, including social media platforms.
- Collaborate with other departments to address and expedite complex customer issues.
- Track and document customer interactions and transactions in the customer relationship management (CRM) system.
- Analyze customer service metrics and prepare reports to identify areas for improvement.
- Participate in regular team meetings to discuss updates and share insights on customer satisfaction.
- Assist in developing and updating customer service procedures and policies.
- Conduct surveys to gauge customer satisfaction and gather feedback for service improvement.
- Maintain a deep understanding of the company’s products and services to assist customers effectively.
- Provide training and support to new team members on best practices in customer experience.
- Coordinate with the sales and marketing teams to ensure alignment on customer engagement strategies.
- Handle high volumes of customer interactions during peak periods, ensuring quality and consistency in responses.
- Proactively identify common issues and trends affecting customers and suggest solutions.
- Engage in ongoing learning and development to stay updated with industry best practices and company policies.

- Excellent communication and interpersonal skills
- Strong problem-solving ability
- Attention to detail
- High level of emotional intelligence
- Customer-focused mindset
- Ability to work under pressure
- Strong organizational skills
- Proactive and solution-oriented
- Adaptable and flexible
- Collaborative team player
- Technologically proficient
- Data-driven and analytical
- Strong work ethic
- Patient and empathetic
- Self-motivated with a positive attitude
- Strong multitasking capabilities
- Ability to learn and adapt quickly
- Dedication to continuous improvement
- Strong sense of responsibility and accountability
- Ability to build and maintain positive relationships

- Competitive salary range: $50,000 - $65,000 annually, depending on experience.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement savings plan with company match.
- Paid time off (PTO) and paid holidays.
- Flexible work schedule options.
- Remote work opportunities.
- Health and wellness programs, including gym membership discounts.
- Employee assistance programs (EAP) for mental health support.
- Professional development and training opportunities.
- Tuition reimbursement for continued education.
- Opportunities for career growth and advancement within the company.
- Team building and company-sponsored social events.
- Employee discounts on company products and services.
- Casual dress code in the office.
- Collaborative and inclusive work environment.
- Performance-based bonuses and incentives.