Customer Service Coordinator

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

A Customer Service Coordinator plays a pivotal role in ensuring exceptional customer experiences by managing and overseeing the support team. This position involves coordinating daily operations, assisting customers with inquiries and issues, and implementing service improvement strategies. They act as a bridge between the customer service team and management, frequently analyzing service metrics to enhance efficiency and satisfaction. Strong communication skills, a problem-solving mindset, and the ability to facilitate teamwork are essential. The Customer Service Coordinator is vital in maintaining high standards of customer care and fostering positive client relationships.

- Bachelor's degree in Business Administration, Communications, or related field
- Minimum of 3 years experience in customer service or customer support role
- Proficient in CRM software and Microsoft Office Suite
- Excellent verbal and written communication skills
- Strong problem-solving and conflict resolution abilities
- Ability to multi-task and manage time effectively
- High attention to detail and organizational skills
- Experience in training and mentoring junior staff
- Knowledge of customer service best practices and industry standards
- Ability to work collaboratively with various departments
- Experience handling and addressing customer complaints
- Ability to manage and track customer service metrics
- Strong interpersonal skills and a customer-oriented attitude
- Flexible and adaptable to changing work environments and job requirements
- Knowledge of social media platforms and monitoring tools

- Respond to customer inquiries via phone, email, and chat.
- Address and resolve customer complaints and issues.
- Coordinate and schedule service appointments.
- Maintain detailed and accurate customer records in the CRM system.
- Follow up with customers post-resolution.
- Collaborate with internal departments to resolve service-related issues.
- Prepare and distribute customer service reports.
- Monitor and track customer service metrics.
- Provide training and support to junior staff.
- Assist in developing and implementing customer service policies.
- Escalate complex issues to the appropriate department or manager.
- Process returns, exchanges, and refunds.
- Collect and report customer feedback trends.
- Monitor social media channels for inquiries and feedback.
- Ensure compliance with company standards in customer interactions.

The ideal candidate for the Customer Service Coordinator role will possess a Bachelor's degree in Business Administration, Communications, or a related field, coupled with a minimum of three years of experience in customer service or support roles. They will be proficient in CRM software and the Microsoft Office Suite, demonstrating excellent verbal and written communication skills. A strong problem-solver with exceptional conflict resolution abilities, the candidate will excel in a fast-paced environment, managing multiple tasks efficiently and accurately. Their high attention to detail, organizational prowess, and ability to train and mentor junior staff will be evident. The candidate will be well-versed in customer service best practices and industry standards, capable of collaborating with various departments to ensure seamless resolution of service-related issues. With prior experience in handling customer complaints and managing customer service metrics, they will be proactive in identifying and addressing issues. Additionally, they will possess a customer-oriented attitude, strong interpersonal skills, and the ability to remain calm under pressure. Tech-savvy and quick to learn new software, the ideal candidate will also show a commitment to ongoing learning and self-improvement, demonstrating flexibility and adaptability to changing work environments and job requirements. They will embody a positive and professional demeanor, with a strong work ethic and dedication to achieving team goals, as well as strong analytical skills for monitoring and interpreting customer data.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Address and resolve customer complaints and issues promptly.
- Coordinate and schedule service appointments for customers.
- Maintain detailed and accurate customer records in the CRM system.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
- Collaborate with internal departments to facilitate customer requests and resolve any service-related issues.
- Prepare and distribute customer service reports as needed.
- Monitor and track customer service metrics, such as response time and customer satisfaction.
- Provide training and support to junior customer service staff.
- Assist with the development and implementation of customer service policies and procedures.
- Identify and escalate complex issues to the appropriate department or manager.
- Process returns, exchanges, and refunds according to company policies.
- Collect customer feedback and report trends to the management team.
- Monitor social media channels for customer inquiries and feedback.
- Ensure compliance with company standards and procedures in handling customer interactions.

- Strong communication skills, both verbal and written
- Exceptional problem-solving abilities
- High level of empathy and customer-oriented attitude
- Ability to remain calm under pressure
- Strong organizational and time-management skills
- Attention to detail and accuracy in data entry
- Proactive approach to identifying and addressing issues
- Team player with the ability to work collaboratively
- Flexibility and adaptability to changing environments
- Self-motivated with the ability to work independently
- Strong conflict resolution skills
- Positive and professional demeanor
- Tech-savvy with the ability to quickly learn new software
- Strong analytical skills to monitor and interpret customer data
- Commitment to ongoing learning and self-improvement
- Strong work ethic and dedication to achieving team goals

- Competitive salary range of $50,000 - $65,000 annually
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off (PTO) and holiday pay
- Flexible work schedule and remote work options
- Professional development and training opportunities
- Tuition reimbursement for relevant courses
- Employee assistance programs for personal and professional support
- Wellness programs and initiatives, including gym membership discounts
- Performance-based bonuses and incentives
- Opportunities for career advancement within the company
- Company-sponsored social events and team-building activities
- Casual dress code and a friendly work environment
- Discounts on company products and services
- Recognition and rewards programs for top performers