What are the responsibilities and job description for the Customer Service Coordinator - Conroe position at SERCO OF TEXAS - GULF COAST?
Position Summary
As a Customer Service Coordinator in the Contact Center, you will serve as the initial point of contact for a high volume of inbound calls related to workforce services across the 13-county Greater Houston region. This is a call-center–based role that requires consistent phone engagement throughout the workday.
Your superior interpersonal and organizational skills, along with your dedication to customer service, will be vital to ensuring the satisfaction of Workforce Solutions customers. Applicants should demonstrate effective written and verbal communication, sound judgment, and the ability to execute work plans that support the Gulf Coast Workforce Board’s service delivery model and workflow, while representing both business and jobseeker needs throughout the region.
Key Responsibilities
Handle a high volume of inbound calls in a fast-paced contact center environment
Answer calls, emails, and web chat inquiries in a timely and professional manner
Conduct quick assessments of customer needs (e.g., job search, training, childcare, SNAP/TANF/RESEA)
Schedule appointments using the WAVE system with appropriate staff or programs
Provide general navigation support for WorkInTexas.com and Workforce Solutions programs
Refer complex or specialized inquiries to appropriate units (e.g., Employer Engagement, Community Engagement)
Maintain accurate and timely interaction records in WAVE and/or CRM systems
Remain available and responsive on the phone for the majority of the workday
Uphold customer service standards with professionalism, empathy, and consistency
Qualifications
Associate’s degree OR
Two (2) years of customer service experience, preferably in a call center or high-volume, fast-paced environment
Bi/Multi-lingual preferred
Strong customer service skills with the ability to demonstrate compassion and empathy
Ability to multitask effectively, including managing continuous phone conversations while accurately entering data into computer systems
Comfortable working in a metrics-driven, phone-intensive environment
Proficiency with computers and Microsoft Office products
Embraces a culture of customer-centric behavior and innovation critical to success in this role
Special Requirements
Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas
Must have access to reliable transportation to travel within the service area
Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those required to successfully perform the essential functions of the job.
Physical Demands:
Occasionally required to stand, walk, and sit for extended periods
Must be able to drive for extended periods of time
May occasionally lift and/or move up to 25 pounds and set up display areas
Work Environment:
Fast-paced, call-center–based environment
Demanding both physically and mentally
Continuous communication, primarily via phone
Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.