Customer Service Coordinator Saint John

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 rapid-paced environment The ability to adapt, prioritize and multitask in a quick-paced workplace 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. Apply on Kit Job: kitjob.ca/job/2pn9mt