Customer Service Coordinator, Part Time    

Reports to:Manager, Customer Service

Position Description

The Customer Service Coordinator is responsible for working with the Customer Service team to assist and support program participants on our incentive, recognition, and rewards program’s e-commerce websites in addition to invoice entry reconciliation, and other operations responsibilities as assigned.                                                                   

Key Accountabilities/Responsibilities

• Approximately 20-25 hours per week, between the hours of 10:00am-4:00pm EST.
• Answer customer service phone calls and emails for assigned Client programs.
• Managing assigned tickets in CRM systems.
• Merchandise invoice entry and reconciliation in accounting software.
• Follow up on orders placed by participants in incentive programs with vendors and communicate updates to the Customer Service team.
• Enter information into databases for various programs as needed
• Reconciling applicable prepaid funding accounts to ensure accuracy of bulk vendor statements and maintaining adequate balance of funds in accounts.
• Other duties as assigned

Required Skills, Knowledge, and Intangible Qualities

• 1 year of customer service experience required.
• Multi-lingual in English and Spanish preferred.
• Theoretical (Why) foundation achieved through formal education and/ or relevant professional experience.
• Basic accounting and financial software experience preferred.
• Analytical mindset with ability to read, comprehend, and conduct simple data analysis.
• Familiarity with CRM systems
• Demonstrated high level of proficiency with MS Office Suite, e-commerce software and reporting.
• Skilled in sharing information and effectively identifying and escalating issues.
• Possess high-disclosure communication style, good written and verbal communication skills
• Self-motivated, well organized, and adept at time management
• Ability to work collaboratively across all teams within our organization

Key Performance Measurements

• Provide customer service to participants for 1-3, or more where applicable, assigned client programs who are enrolled in our incentive, recognition, and reward’s e-commerce solution.
  • 1 to 3 – $.3- 1 million volume or less client programs
• Maintains Next Level CARES values to deliver quality products and services on time with maximum efficiency.
• Maintains professional demeanor and positive approach always with internal and external clients
• Effective utilization of CRM system to manage program service levels and expectations of individual program participants to ensure all outstanding issues are addressed.   
• Efficient use of all platform technologies, and ability to troubleshoot minor technical issues with participants.
• Maintaining accuracy while completing daily and weekly tasks in a timely manner
• Ensure vendor compliance on timely shipping for orders placed through on-line catalog and communication of any issues to customer service representatives  

Direct Report(s)

• N/A

Salary Range 

• $24 – $26 per hour