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 would be considered an asset

• Minimum of 2 years previous experience in a related field

• Strong verbal and written communication skills

• Active listening skills to determine customer needs and a best course of action

• Proven problem-solving skills, and the ability to adapt, prioritize and multitask in a fast-paced environment

• The ability to adapt, prioritize and multitask in a fast-paced environment

• Microsoft office proficiency, and the ability to learn new software quickly

• Capable of working independently, as well as part of a team

• Previous call center experience would be considered an asset

• Being bilingual would be an asset.