Job Title: Account Coordinator (General)
Department: Operations
Reports To: Client, Cindy & Kevin
Job Summary:
The Account Coordinator will ensure our representatives provide excellent customer service and maintain strong client relationships. The ideal candidate will possess strong leadership skills, excellent communication skills, and be an expert in customer service.
Key Responsibilities:
-Customer Support & Issue Resolution
Resolve escalated customer issues and complex requests.
-Team Development & Training
Assist in onboarding and training new team members.
Identify and foster growth opportunities for Customer Support Associates.
-Communication & Collaboration
Share relevant processes, policies, and objectives with the team.
Collaborate to identify improvements in departmental effectiveness.
-Operational Coordination
Coordinate with Operations Coordinator for adequate coverage.
-Client Reporting
Provide weekly and monthly client reports.
-Team Engagement & Growth
Engage with the team using virtual tools (Google Meet, Slack).
Pursue continuous professional development and learning.
Required Qualifications:
Prior customer service experience.
Fluency in English.
Excellent written and verbal communication skills.
Ability to actively listen and build trust and rapport with teammates.
Proficiency in using computers for data entry and quick navigation through systems.
Ability to maintain confidentiality and secure sensitive information.
Preferred Qualifications:
Experience in various CRM systems.
Previous experience in team leadership, coaching, or mentoring within a customer service environment.
Experience in creating reports, analyzing trends, and providing insights to improve customer service performance.
Ability to identify opportunities for process improvement and implement solutions effectively.
Key Competencies:
Customer Support Expertise: Proven ability to handle escalated issues and complex customer interactions.
Process Efficiency: Strong organizational skills to manage tasks, optimize workflows, and enhance team performance.
Collaboration & Communication: Ability to work effectively with team members, SMEs, and leadership.
Adaptability: Willingness to learn new tools, processes, and customer service best practices.
Confidentiality & Integrity: Commitment to handling sensitive information responsibly.
Attention to Detail: Ensuring accuracy in customer interactions, reports, and issue resolution.
Leadership & Development: Supporting team growth through coaching, training, and career development initiatives.
Physical Requirements/Work Environment (if applicable)
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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