Customer Service Coordinator

Job description

We are currently seeking applicants for a Customer Service Coordinator on our cooperate Customer service team, located at our Head Office in Saint John, NB. - Manage real-time queues to ensure call, chat, and email SLA targets are consistently met. - Own and resolve escalations, ensuring timely follow-up and proper communication with all customers. - Ensure all customer interactions are properly logged, accurate, and complete - Customer Service Tracker & Incident Management - Focus quality control & coaching - Escalate complex customer inquiries to a higher level, such as the Lead. - Oversee daily shift operations, including attendance, coverage, and system readiness. - Track team performance metrics and flag risks or improvement opportunities. - Support complex eCommerce and order-related issues to ensure accurate resolution. - Reinforce SOPs, processes, and updates to maintain team alignment. - Assists with development and coordination of daily workforce plans (scheduling) to maximize customer service and employee efficiency with other light reporting/analytics duties - Assists with additional duties as required. - Completion of High school diploma/GED; post-secondary education w...