Customer Support Coordinator

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Requirements:

• 2 or more years of experience working in a Customer Service or Research role
• Stellar customer service skills with a professional sense of compassion for difficult situations
• Intermediate or greater Microsoft Office suite skills
• Excellent interpersonal, communication, and presentation skills
• Ability to build strong relationships and work well with peers, managers, and clients
• High level of discretion and ability to follow policies on confidentiality
• Ability to communicate with a wide variety or audiences
• Ability to meet conflicting deadlines, manage multiple priorities with minimal supervision
• Ability to work in a loud environment and manage distractions
• Strong reading comprehension, internet navigation and research skills
• Strong customer service skills; ability to listen to and understand complex HR issues
• Ability to organize and efficiently manage multiple priorities with a sense of urgency
• Ability to manage heavy telephone, email, and other message format volume
• English proficiency - written and verbal

Responsibilities:

• Answer, triage and transfer client calls with high level of customer service
• Manage incoming written client correspondence and phone calls for 90+% of the workday
• Assign client requests based on expertise and availability
• Create, update and process tickets with accuracy on our platforms
• Collaborate and work well with others with interruptions in an occasionally loud environment
• Email and phone communication of appointment reminders, follow-ups, and other communications
• Research HR and related topics for HR services team to use when responding to client questions
• Apply knowledge of client inquiries to develop and suggest content, site navigation and tech improvements
• Schedule meetings, calls, training sessions in multiple platforms
• Responsible for thorough and timely documentation and related requests through our systems
• Maintain in depth knowledge of the Company’s internal proprietary platforms; assist with process development, documentation, and overall workflow improvements
• Provide administrative support to team members on an as needed basis
• Assist with special projects as needed to help advance the team and company’s operations, processes and efficiencies
• Other tasks depending on the volume, needs and capacity of the Advisory Services department
• Perform other duties as assigned.