Customer Experience Coordinator Job at AD Solutions, Orlando, FL

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  • AD Solutions
  • Orlando, FL

Job Description

The Customer Experience Coordinator will oversee the day-to-day operations of the customer experience team, ensuring that all customer interactions are handled efficiently and professionally. This role involves managing team performance, addressing escalated concerns, and fostering a collaborative environment to enhance productivity and customer satisfaction.

Responsibilities:

  • Report team results and provide regular updates to management.
  • Escalate concerns or opportunities for improvement to management.
  • Guide the direction of the team to increase productivity and ensure customer satisfaction.
  • Interface with other teams to resolve challenges, promote greater cooperation, and collaborate on cross-functional solutions.
  • Coach and mentor individual team members, including both leads and staff.
  • Conduct weekly one-on-ones with team members to provide feedback and support.
  • Oversee day-to-day task allocation and address personnel issues as needed.
  • Ensure timely and professional responses to customer inquiries and needs via phone, email, chat, and in person.
  • Resolve customer issues and complaints in a friendly and efficient manner.
  • Provide information, troubleshooting, and technical support to customers.
  • Maintain accurate records of customer interactions and transactions.
  • Collaborate with service and support teams to ensure customer satisfaction.
  • Participate in training sessions to improve product knowledge and customer service skills.
  • Communicate with customers to gather feedback on products, services, and needs.
  • Document and update customer records.
  • Route and assign service calls to ensure desired service response times are met.
  • Provide regular updates to management on customer feedback, concerns, and issues.
  • Collaborate with other departments to ensure that customer needs are being met.
  • Participate in team meetings and provide input on ways to improve the customer experience.
  • Support internal customers through light housekeeping, including opening and closing procedures and restocking supplies.

Qualifications:

  • High school diploma or equivalent required; college degree preferred.
  • Proven experience in a customer service or supervisory role.
  • Strong leadership and team management skills.
  • Excellent communication ( both written and verbal) and interpersonal skills.
  • Ability to handle escalated customer concerns and provide effective solutions.
  • Strong organizational skills and attention to detail.
  • Ability to work onsite, and collaboratively with cross-functional teams.
  • Proficiency in using customer service software and databases.
  • Commitment to delivering exceptional customer experiences.
  • Ability to push, pull and lift up to 25 lbs occasionally.
  • Ability to type and operate office technology.

Benefits:

  • Competitive salary
  • Health, dental, and vision insurance
  • Paid time off and holidays
  • Professional development opportunities
  • Collaborative and supportive work environment

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Job Tags

Holiday work, Full time,

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