Customer Service Planner

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Customer Service Planner plays a pivotal role in ensuring the efficiency and effectiveness of customer service operations. This position involves coordinating schedules, planning resources, and optimizing workflows to maintain high levels of customer satisfaction. The planner works closely with various departments to forecast demand, allocate resources appropriately, and monitor performance metrics. By proactively identifying potential issues and implementing solutions, a Customer Service Planner helps to streamline processes and enhance the overall customer experience, making them essential in maintaining service standards and achieving organizational goals.

- Bachelor's degree in Business Administration, Communication, or related field
- Minimum of 2 years of experience in a customer service or scheduling role
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
- Experience with CRM systems and customer service software
- Excellent verbal and written communication skills
- Strong organizational and multitasking abilities
- Proven problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- Strong time management skills and ability to prioritize tasks
- High level of customer service orientation and empathy
- Ability to handle stressful situations calmly and effectively
- Analytical skills to assess performance metrics and identify areas for improvement
- Flexibility to adapt to changing priorities and customer needs
- Positive attitude and professional demeanor
- Familiarity with service industry best practices

- Respond to customer inquiries via phone, email, and chat
- Schedule and coordinate customer service appointments and follow-up calls
- Monitor and manage the customer service team's daily schedules
- Analyze customer issues and recommend solutions or escalate when necessary
- Process customer service requests and ensure timely resolution
- Maintain up-to-date records of customer interactions in the CRM system
- Assist in developing and implementing customer service policies and procedures
- Monitor service delivery performance and report on key metrics
- Collaborate with other departments to resolve customer issues
- Provide training and support to new customer service team members
- Conduct regular customer satisfaction surveys and analyze feedback
- Prepare daily, weekly, and monthly reports on customer service activities
- Identify opportunities for process improvements to enhance customer satisfaction
- Handle customer complaints effectively and courteously
- Track and manage inventory for service-related supplies and resources

The ideal candidate for the Customer Service Planner role will possess a Bachelor's degree in Business Administration, Communication, or a related field, along with a minimum of 2 years of experience in a customer service or scheduling role. They will demonstrate proficiency in the Microsoft Office Suite and CRM systems, showcasing their technical competence. With top-notch verbal and written communication skills, this individual will excel in interacting with customers, displaying a high level of empathy and a customer-centric mindset. They will be highly organized, capable of multitasking, and meticulous in managing schedules and records. This candidate will bring strong problem-solving abilities and attention to detail, ensuring that customer issues are effectively analyzed and resolved or escalated when necessary. Their proactive attitude and initiative will drive continuous improvements in customer service processes. The ideal candidate will thrive under pressure, maintain a positive and professional demeanor, and possess strong time management skills to prioritize tasks efficiently. With the ability to collaborate effectively with team members and other departments, they will foster a supportive team environment. Additionally, this candidate will exhibit flexibility, quickly adapting to changing priorities and customer needs while remaining reliable and dependable in meeting deadlines. Their commitment to continuous improvement and learning, combined with diplomatic handling of customer complaints and feedback, sets them apart as a dedicated and empathetic professional committed to enhancing customer satisfaction.

- Respond to customer inquiries via phone, email, and chat
- Schedule and coordinate customer service appointments and follow-up calls
- Monitor and manage the customer service team's daily schedules
- Analyze customer issues and recommend solutions or escalate when necessary
- Process customer service requests and ensure timely resolution
- Maintain up-to-date records of customer interactions in the CRM system
- Assist in developing and implementing customer service policies and procedures
- Monitor service delivery performance and report on key metrics
- Collaborate with other departments to resolve customer issues
- Provide training and support to new customer service team members
- Conduct regular customer satisfaction surveys and analyze feedback
- Prepare daily, weekly, and monthly reports on customer service activities
- Identify opportunities for process improvements to enhance customer satisfaction
- Handle customer complaints effectively and courteously
- Track and manage inventory for service-related supplies and resources

- Strong interpersonal and communication skills
- High level of empathy and customer-centric mindset
- Proactive attitude and ability to take initiative
- Detail-oriented and accurate in managing schedules and records
- Resourceful and quick-thinking in problem-solving situations
- Maintain a positive and professional demeanor under pressure
- Ability to collaborate effectively with team members and other departments
- Strong multitasking capabilities
- Ability to quickly learn and adapt to new technologies and software
- Highly organized with excellent time management skills
- Commitment to continuous improvement and learning
- Diplomatic and tactful in handling customer complaints and feedback
- Strong analytical skills to interpret data and suggest improvements
- Reliable and dependable in completing tasks and meeting deadlines
- Ability to foster a supportive and cooperative team environment

- Competitive salary range of $45,000 to $55,000 per year
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with employer matching
- Paid time off (PTO) and paid holidays
- Flexible work schedule options
- Work-from-home opportunities
- Professional development and training programs
- Opportunities for career advancement and growth
- Employee recognition and rewards programs
- Wellness programs, including gym membership discounts and wellness resources
- Employee assistance program (EAP) for mental health and personal well-being
- Tuition reimbursement for further education
- Company-sponsored social events and team-building activities
- Collaborative and supportive work environment
- Access to the latest technology and tools for efficient workflow