Customer Care Coordinator II

Provide customer support through multiple channels including database maintenance, direct mail, email, social media, phone, and web support. Coordinate work with internal and external audiences and ensure customer satisfaction through timely issue resolution.

Responsibilities

• Support all BioMed customers through multiple channels including database maintenance, direct mail, email, Facebook, Health History support, modifications/data entry, mobile app support, phone calls, scheduling appointments, tele-recruitment, text, and web support.
• Perform operational support and administrative duties using one or multiple systems with little supervision.
• Exercise confidentiality, independent discretion, and judgment.
• Prepare reports as requested.
• Perform list generation, scheduling appointments, request donor card, and other activities to support customers.
• Coordinate work with internal and external audiences, including vendors, and identify appropriate escalation paths for work activities as needed.
• Receive customer communications nationwide and resolve customer issues directly or escalate as needed to ensure satisfaction.
• Develop, coordinate and execute responses to customer requests including direct contact with donors or sponsors.
• Maintain accountability for daily and weekly productivity, attendance, quality assurance, monthly reviews, and maintaining a professional work environment.

Requirements

• High school diploma or equivalent required - Associate’s or Bachelor’s degree preferred.
• Minimum one year of related customer service work experience.
• Advanced level of computer skill proficiency, including knowledge of word processing, Excel spreadsheet and database applications, website/internet tools and Microsoft Office applications is required.
• Experience (CRM) Customer Relationship Management marketing organizations preferred.

Skills

• Customer Service
• Client Relationship Management
• Database Maintenance
• Direct Mail Coordination
• Email Support
• Social Media Support
• Phone Support
• Website Support
• Microsoft Office Suite
• Word Processing
• Excel
• Database Applications Knowledge
• Internet Tools

Languages

English