PEX is hiring a
Customer Services Coordinator, United States

Summary

Under the supervision of the Director of Customer Operations, the Customer Service Coordinator serves as the front line of support for customers at PEX, aiming to ensure customer satisfaction with their products, services, and features. The role involves resolving customer inquiries, prioritizing requests, providing assistance via various channels, maintaining a digital knowledge base, partnering with different departments, and keeping confidential information.

Requirements

• BA/BS degree or equivalent
• Passionate about customer support and about the role it plays in making a customer-centric team successful
• Strong customer focus and decision-making skills
• Proven ability to manage multiple tasks while maintaining focus on primary responsibility
• Excellent interpersonal, communication (written and verbal), and problem-solving skills
• Empathy, tact, and poise under pressure when working through customer issues

Responsibilities

• Effectively resolve customer inquiries in a considerate and timely manner maintaining SLAs
• Prioritize incoming requests while identifying trends in customer issues and feedback to flag for the rest of the team
• Provide assistance to clients via email, phone, and video call as needed
• Update and maintain a digital knowledge base to ensure the ongoing learning and successes of your team and the company
• Partner with various departments within PEX to support team and company wide goals

Preferred Qualifications

• Experience working in banking or card payment industries
• Prior experience in a customer facing role, ideally in a support function
• Experience with Salesforce or other ticketing platforms