Customer Service Coordinator

THE POSITION:  Customer Service Coordinator 

As a Customer Service Coordinator, you will manage escalated customer issues and serve as a liaison between internal teams and customers. Based at our headquarters in Port Chester, NY, you will oversee the resolution of scheduling and installation concerns, ensuring timely and effective problem-solving. You will collaborate with internal teams to adjust appointments, optimize service delivery, and identify opportunities for operational improvement within our Measure & Install department. 

This is a full-time role with shift options of 9:00 AM – 6:00 PM or 11:00 AM – 8:00 PM, with flexibility to work Saturdays.  

RESPONSIBILITIES:  

Manage the coordination of scheduling and rescheduling for field professionals, ensuring efficient routing and high service levels for each customer interaction. 

Act as the primary point of contact for escalated customer issues, working closely with internal teams to address concerns and resolve problems related to scheduling and installation appointments. 

Collaborate with Design Consultants and Customer Care teams to schedule and prioritize special appointments, ensuring a seamless customer experience. 

Monitor performance trends, identifying areas of concern or excellence within our network of field professionals, and assist in implementing improvements. 

Recommend new procedures to enhance the efficiency and overall customer satisfaction of the Measure & Install department. 

Take inbound calls from field professionals and make outbound calls to customers regarding day-of changes, including appointment cancellations and adjustments. 

 WHAT WE ARE LOOKING FOR:  

Bachelor's Degree preferred 

Minimum of 1-3 years of experience in customer service, with a focus on high-volume phone, email, and chat support. 

Minimum of 1-3 years in scheduling, routing, or dispatching within a logistics or service environment. 

Familiarity with Dispatch Track or similar delivery logistics software, and work order management systems. 

Strong problem-solving and analytical skills, with the ability to resolve complex scheduling issues and escalated customer concerns. 

Excellent interpersonal skills and experience delivering high-quality customer service to both internal teams and external customers. 

Ability to multitask, prioritize effectively, and suggest improvements for process optimization and customer satisfaction.