Job Title: Account Coordinator (Gorgias Brands)
Department: Operations
Reports To: Client, Cindy & Kevin
Job Summary:
The Account Coordinator plays a key role in ensuring exceptional customer service by providing support, guidance, and issue resolution for customer service representatives. This role also fosters strong client relationships through effective communication and proactive problem-solving. The Account Coordinator collaborates with leadership to enhance team performance, improve processes, and drive overall customer satisfaction.
Key Responsibilities
-Customer Support & Issue Resolution
Handle escalated issues and address complex customer requests efficiently.
Ensure timely and effective resolution of customer concerns, maintaining a high standard of service.
-Training & Team Development
Assist in onboarding and training new team members to ensure they are well-prepared for their roles.
Identify team members’ strengths and opportunities, working with leadership to support career development.
-Process Improvement & Collaboration
Keep the team informed about process updates, policies, and objectives.
Collaborate with the team to identify areas for improvement and implement effective solutions.
Work with SMEs to ensure proper team coverage, client summaries, and other deliverables.
-Team Engagement & Communication
Actively participate in virtual collaboration tools (Google Meet, Slack, webcams) to maintain a culture of teamwork.
Maintain an open-minded and proactive approach to learning and growth.
Required Qualifications
Prior customer service experience, with a strong understanding of customer interactions.
Proficiency in Gorgias or the ability to learn and adapt quickly to similar platforms.
Fluency in English, with excellent written and verbal communication skills.
Active listening skills to build trust and rapport with teammates and customers.
Strong computer literacy, including data entry and system navigation.
Ability to maintain confidentiality and handle sensitive information responsibly.
Preferred Qualifications
Experience using Gorgias or similar customer service platforms.
Leadership experience, including training, coaching, or mentoring team members.
Knowledge of Quality Assurance (QA) practices, especially in customer service environments.
Ability to adapt quickly in fast-paced environments and embrace change.
Familiarity with virtual collaboration tools (Google Meet, Slack, Zoom, etc.).
Strong problem-solving abilities with a customer-first approach.
Experience in identifying and addressing development opportunities within a team.
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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