Customer Care Coordinator

Job Description Overview:

The Customer Care Coordinator provides high-level support in a Level 4 escalation environment, ensuring superior customer service and technical assistance. This role requires resolving complex technical issues, handling escalations, and collaborating across departments to enhance customer satisfaction. The coordinator plays a key role in improving service delivery, customer retention, and overall user experience.

Essential Duties and Responsibilities:

• Technical Support & Troubleshooting: Address inbound technical inquiries, apply advanced troubleshooting methods, and ensure efficient resolution of technical issues.
• Customer Experience: Maintain a high level of professionalism while delivering personalized, value-driven customer interactions.
• Issue Resolution & Follow-up: Respond promptly to customer concerns, actively listening to their needs, and following up via phone, email, or social media to ensure complete resolution.
• Cross-Department Collaboration: Work closely with Operations, Sales, Legal, and Product Management teams to resolve customer concerns and provide actionable feedback.
• Proactive Customer Retention: Utilize consultative approaches to highlight service value, ensuring continued customer satisfaction.
• First Call Resolution: Aim to resolve inquiries during the initial contact whenever possible, minimizing the need for escalations.
• Systems & Tools Utilization: Use internal tracking systems to log and resolve issues effectively.
• Training & Development: Participate in ongoing training to stay informed on product updates, industry trends, and customer service best practices.
• Complaint Management: Handle customer complaints, including escalations to legal or regulatory bodies such as the Better Business Bureau.
• Policy & Compliance: Adhere to company policies, maintain strong attendance, and contribute to the organization’s commitment to service excellence.
• Other Responsibilities: Perform additional duties as assigned to support company initiatives and business objectives.

Knowledge and Skills:

• Strong ability to work in a fast-paced, results-driven corporate environment.
• Excellent written and verbal communication skills in English.
• Ability to handle technical problem-solving with PCs, Notebooks, Tablets, and software applications.
• Strong customer service background, with a focus on technical support.
• Professional and positive demeanor, able to handle sensitive customer interactions.

Required Qualifications:

Years of Education

• BA/BS in Business or related field preferred but not required.

Work Experience

• 2+ years of experience in technical support for PC/Notebook hardware systems or related fields.
• Strong customer service background with experience in technical troubleshooting and issue resolution.
• Proficiency in PC, Notebook, and Tablet architecture, Microsoft Windows, and Office Suite.
• Ability to remain calm in a fast-paced environment and solve complex technical problems efficiently.
• Excellent verbal and written communication skills in English.
• Technical education or certifications preferred (A.S. in Computer Management, A+ Certification).
• Strong attention to detail, ability to retain information, and follow technical instructions.
• Professional, reliable, and enthusiastic with strong telephone etiquette and customer interaction skills.
• Experience in a performance-driven customer service role with measurable KPIs.
   

Preferred Qualifications:

• Knowledge of Google Android OS is a plus.
• Prior experience handling customer escalations and managing customer support operations.

Working Conditions:

• Typically works in an office environment.
• Requires sitting, operating a computer keyboard, telephone and other office equipment for exten