Senior Customer Care Coordinator

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

The Senior Customer Care Coordinator is a pivotal role dedicated to enhancing customer satisfaction by effectively managing and resolving complex customer inquiries and issues. This role involves leading a team of customer care representatives, ensuring consistent delivery of high-quality service, and upholding company standards. By utilizing strong communication and problem-solving skills, the Senior Customer Care Coordinator fosters a positive customer experience, monitors service metrics, and implements improvements. Their deep understanding of customer needs and company policies enables them to provide insightful guidance and support, contributing to long-term customer loyalty and business success.

- Bachelor's degree in Business, Communications, or related field
- Minimum of 5 years of experience in customer service or customer care roles
- Proven leadership experience in a customer service environment
- Strong problem-solving and conflict resolution skills
- Exceptional communication skills, both written and verbal
- Proficiency in using CRM software and customer service platforms
- Ability to analyze data and generate actionable insights from customer service metrics
- High level of attention to detail and organizational skills
- Capability to multitask and manage time effectively in a fast-paced environment
- Experience in training and mentoring junior staff
- Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams
- Flexible and adaptable to changing priorities and workloads
- Demonstrated ability to manage complex customer issues and provide exceptional service to VIP clients
- Proactive approach to identifying and implementing process improvements
- Familiarity with industry-specific customer service best practices
- Positive attitude and a commitment to achieving high levels of customer satisfaction
- Ability to handle sensitive information with discretion and professionalism
- Strong computer skills, including proficiency in Microsoft Office Suite
- Experience with data analysis and report preparation
- Understanding of product development processes and the importance of customer feedback in driving improvements

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Resolve complex customer issues and escalate unresolved matters to the appropriate departments
- Monitor customer service metrics and provide recommendations for improvements
- Conduct regular follow-ups with customers to ensure their issues have been resolved satisfactorily
- Update and maintain customer account information in the company database
- Coordinate with internal teams to address customer feedback and complaints
- Provide training and support to junior customer care staff
- Develop and implement customer service policies and procedures
- Analyze customer service trends and prepare reports for management
- Lead customer care team meetings and provide updates on key initiatives
- Assist in creating and maintaining FAQ documents and customer support resources
- Handle VIP customer accounts with a high level of attention and care
- Manage the scheduling and workload distribution of the customer care team
- Identify opportunities to improve the customer care experience and drive customer loyalty
- Collaborate with the marketing team to inform customers of new products, services, and promotions
- Support special projects and initiatives related to enhancing customer care
- Use CRM software to track customer interactions and case resolution status
- Maintain a high level of product knowledge to assist customers accurately
- Participate in customer care strategy planning and execution
- Gather and relay customer feedback to product development teams to inform future enhancements

The ideal candidate for the Senior Customer Care Coordinator role will have a Bachelor's degree in Business, Communications, or a related field, coupled with a minimum of 5 years of extensive experience in customer service or care roles. They will demonstrate proven leadership capabilities, having managed customer service teams with a high level of emotional intelligence and exceptional problem-solving skills. This candidate will excel in communication, both written and verbal, and possess strong interpersonal skills, allowing them to effectively collaborate across departments and mentor junior staff. They will be adept in using CRM software and customer service platforms, and possess the analytical prowess to derive actionable insights from customer service metrics. Detail-oriented and highly organized, the perfect candidate will remain calm under pressure, effectively multitasking in a fast-paced environment while maintaining a proactive, customer-centric approach. With a keen ability to handle complex customer issues, especially for VIP clients, they will showcase a commitment to process improvements and high levels of customer satisfaction. Their tech-savviness, combined with the ability to maintain confidentiality, adapt to changing priorities, and strategically think with a focus on continuous improvement, will set them apart. A positive attitude, resilience, and a robust work ethic, coupled with a strong sense of responsibility and accountability, will make them an outstanding fit for this role.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Resolve complex customer issues and escalate unresolved matters to the appropriate departments
- Monitor customer service metrics and provide recommendations for improvements
- Conduct regular follow-ups with customers to ensure their issues have been resolved satisfactorily
- Update and maintain customer account information in the company database
- Coordinate with internal teams to address customer feedback and complaints
- Provide training and support to junior customer care staff
- Develop and implement customer service policies and procedures
- Analyze customer service trends and prepare reports for management
- Lead customer care team meetings and provide updates on key initiatives
- Assist in creating and maintaining FAQ documents and customer support resources
- Handle VIP customer accounts with a high level of attention and care
- Manage the scheduling and workload distribution of the customer care team
- Identify opportunities to improve the customer care experience and drive customer loyalty
- Collaborate with the marketing team to inform customers of new products, services, and promotions
- Support special projects and initiatives related to enhancing customer care
- Use CRM software to track customer interactions and case resolution status
- Maintain a high level of product knowledge to assist customers accurately
- Participate in customer care strategy planning and execution
- Gather and relay customer feedback to product development teams to inform future enhancements.

- Strong leadership and team management skills
- Exceptional problem-solving abilities
- High emotional intelligence
- Excellent communication and interpersonal skills
- Proactive and self-motivated
- Detail-oriented and highly organized
- Ability to work under pressure and meet deadlines
- High level of empathy and customer-centric mindset
- Strong analytical and data interpretation skills
- Ability to multitask and prioritize effectively
- Flexible and adaptable to change
- Strong training and mentoring capabilities
- Tech-savvy, with proficiency in CRM software
- Positive attitude and resilience
- Commitment to continuous improvement
- Ability to handle confidential information with integrity
- Strategic thinker with a focus on customer satisfaction
- Strong work ethic and accountability
- Ability to collaborate effectively with various departments and teams

- Competitive salary range dependent on experience
- Comprehensive health insurance (medical, dental, and vision plans)
- Retirement savings plan with company match
- Paid time off (vacation, sick days, and holidays)
- Flexible work schedule and remote work options
- Professional development and training opportunities
- Tuition reimbursement program
- Employee assistance program
- Performance bonuses and incentives
- Wellness programs and gym membership discounts
- Employee recognition and reward programs
- Career advancement and promotion opportunities
- Modern and collaborative work environment
- Company-sponsored events and team-building activities
- Discounts on company products and services
- Life insurance and disability coverage
- Parental leave and family support benefits
- Commuter benefits and parking allowance
- Access to cutting-edge technology and tools