A customer service coordinator troubleshoots, liaises with customers, and provides quality customer service. Experience is more valuable than education, but a degree in business administration can lead to management positions. Coordinators oversee staff interactions and resolve conflicts, and may advance to administrative or regional roles.
A customer service coordinator is the primary support for customer service line personnel. Responsible for troubleshooting, liaising with customers, and staffing to overcome conflicts and provide quality customer service. This job is typically found in the retail environment, as well as businesses that sell directly to the customer.
People who enjoy working with a diverse range of people, are genuinely interested in providing customer service, and are good at conflict resolution, often find the greatest satisfaction as a customer service coordinator. It is important to note that most people who become coordinators have extensive customer service experience. This type of experience is more valuable than post-secondary education for this position.
While no formal post-secondary education is required for this position, many people earn a bachelor’s or diploma in business administration, then will qualify for management positions when they become available. Many retail and customer-oriented businesses provide tuition assistance to help them combine work experience and education. Interested individuals can talk to their supervisor about available opportunities.
There are various methods of resolving problems and conflicts used by the customer service coordinator. These may include defusing the situation, isolating the root problem, and addressing the customer’s concerns. These techniques are often taught during customer service training programs offered by employers.
Standards for customer service vary widely by organization. The coordinator is responsible for overseeing staff interactions with clients and for providing coaching and support. How to manage a customer interaction and provide excellent customer service requires constant vigilance. Working with staff is an important part of this role and providing advice in a way that can be readily accepted by the staff member is key.
Large organizations typically have a customer service coordinator for each region. Coordinators meet regularly to share information, define standards, define business processes and identify shared problems. For example, coordinators can identify issues with the return policy that are causing problems for customers and staff. They can propose a policy change to senior management and would usually have the necessary authority to implement the change.
Promotional opportunities available to individuals in a coordinator role include administrative management and district or regional customer service coordinator. These positions may require further education or a wider range of experience. Individuals looking to expand their career options should discuss this with their supervisor or HR department.
Protect your devices with Threat Protection by NordVPN
