Job Description:

$18.04 - $21.50 / hour

Reporting to the Operations Manager, the Customer Service Coordinator is responsible for providing customer service, support, training customers on software portals, and administrative duties, which includes answering inbound calls and focusing on customer needs.

This position is also responsible for reporting and escalating any issues to their manager.

This position is an entry‐level position. This position may participate in weekly team training.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Service Duties:

·        Ability to work effectively in a team environment as a positive team player.

·        Requires flexibility to adapt to changing customer and staffing needs, with a cooperative attitude.

·        Customer interface – including but not limited to taking Record Storage and Document Destruction orders, providing information to clients via phone, e- mail or fax.

·        Greets clients, visitors and guests; determines the purpose of each person’s visit and directs or escorts him or her to the appropriate location.

·        Answers, screens, and directs phone calls to staff.

·        Close inbound leads for appointments.

·        Process inbound leads and referrals.

Administrative:

·        Performs administrative and clerical support tasks.

·        Responsible for Data Storage, Record Storage and Document Destruction client on-boarding procedures.

·        Provide accurate inventory information to customers.

·        Create work order items for customers (next day, rush, web, etc.).

·        Perform work with quality, efficiency and safety at all times.

Training:

·        Provide input and direction to teammates on enhancing the customer services.

·        Provide client tours and customer software portal web training.

·        Participate and may lead Six Sigma projects, as required to improve processes and efficiencies.

·        Promote Corodata’s Mission and Vision Statements.

·        Continuously promotes compliance with company policies and procedures.

Safety:

·        Ensure the highest standards of safety, productivity and customer service are exceedingly daily.

Other Duties:

·        Adhere to meal and rest periods per Company policy.

·        Other duties to meet business needs and requirements as assigned.

·        Works with confidential data, which, if disclosed, might have significant internal or external effect.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1.     CUSTOMER SERVICE – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

2.     TEAMWORK – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

3.     ORGANIZATION SKILLS – Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.

4.     INTERPERSONAL SKILLS – Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.

5.     LANGUAGE SKILLS – Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers.

6.     MATHEMATICAL SKILLS – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

7.     REASONING ABILITY – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

8.     COMMUNICATION SKILLS – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills.

9.     OTHER SKILLS:

a.     Able to work independently.

b.     Comfortable working with customers as well as sales, accounting and other departments.

c.      Ability to utilize computer programs including Microsoft Office & RMS.

d.     Requires effective decision-making skills for handling customer and teammate escalations. Calm, thoughtful response capability that displays the ability to treat everyone with respect and arrive at win-win solutions.

e.     Ability to learn and understand the business model, and make suggestions in processes, procedures, and operations to improve branch and team effectiveness.

f.       Ability to handle and safeguard sensitive and confidential information required.

g.     Ability to multitasking and able to meet deadlines.

h.     Excellent customer service skills and interpersonal skills.

i.       Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.

j.       Excellent analytical ability.

k.      Must be detail oriented.

EDUCATION and/or EXPERIENCE:

Required:

·        High School Diploma or G.E.D. required; or an equivalent of education and work experience.

·        Two (2) years’ experience of administrative or customer service required.

·        Proficient in MS Office preferred.

·        Experience integrating within a team in high-demand, customer-facing environments preferred.

Preferred:

·        Service industry experience highly desirable. 

·        Experience with process improvement teams.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day. Walking: May require walking primarily on a level surface, but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.

1.     Handling: Seizes, helps or works with hands.

2.     Lifting: Proper lifting techniques required. May include lifting up to 30 pounds, and pushing or pulling up to 20 pounds throughout the day.

3.     Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.

4.     Standing: Remains in standing position if required to perform various functions of the job.

5.     Stooping: Bends body downward and forward by bending at knees or waist, including but not limited to, twisting, kneeling throughout the day.

6.     Vision: Reads paperwork and records on the computer.

7.     Talking: Communications by phone and in person.

8.     Sitting: Sits at desk.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.

1.     Temp/Weather: Works in either 1) Office environment - for the most part ambient room temperatures, lighting and traditional office equipment, and 2) Warehouse – may be exposed to cold temperature, and 3) Outside - may be exposed to wet and/or humid conditions, outside weather conditions and extreme cold.

2.     Noise: Works in office, warehouse or outside environment, with constant or intermittent noise.

3.     As the company grows, it may be necessary to rearrange/move cubicles at any time at the sole discretion of the company.

 

POSITION TYPE/EXPECTED HOURS OF WORK:

1.     This is a full-time, regular position.

2.     Employees might be required to work late evenings or weekends depending on the business needs.

3.     All Overtime must be approved by manager before working.

TRAVEL:

Travel to company and/or customer sites may be required.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

REASONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Required

• High School or better

Licenses & Certifications

Required

• CA Class C License

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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