Call Center/Customer Service

Customer Care Coordinator - Job ID#205712 Miami, FL Posted: 4/29/2024

Job Description

Job ID#:

205712

Job Category:

Call Center/Customer Service

Position Type:

Associate - W2

Shift:

1

PDS Defense, Inc. is seeking a Customer Care Coordinator, in Miami, FL.

Job Description:

• Answer and assist customer, visitor and employees with their needs

• Hospitality and assistance to be offered to all whether they are visitors, customers or employees

• Help the customer in case of an emergency always abiding by company guidelines

• Provide customer with information, processing requests and addressing complaints

• Answer telephone calls and contact customers in order to follow up or advise them of schedule changes

• Contact the different departments to acquire maps and tourist's leaflets in different languages

• In charge of building tours upon request

• Compile, maintain and update requested data such as number of trainees trained, in-house trainees, etc for statistical purposes or other reasons

• Transfer reporting/Key Performance Indicators extracts to focal point within the team as needed

• Manage visitor events

• Follow-up of Audit visits in coordination with the Quality Department for logistics aspects

• Respond promptly and optimally to customer inquiries via email, phone, and in person.

• Provide accurate information and solutions to resolve customer issues and concerns.

• Maintain a high level of customer happiness through effective communication and problem resolution.

1.1 Hotel Information

• In charge of maintaining a current hotel list with key information.

• Provide customers with the latest hotel list recommended when requested

1.2 Customer Access Management

• Be visible and accessible to our customers, visitors and employees during regular business hours

Gift shop Management: 40%

• Manage the sale and inventory of the gift shop merchandise

• Document all sales

• Generate daily sales report to our Finance Department

Execution and administration of Welcome events: 15%

3.1 Preparation of the welcome event

• Maintain updated opening event presentation updated as advised by departments involved and safety policy.

• Maintain updated the welcome brochure

• Ensure required documentation is available prior to the start of each course

• Prepare a room as deemed vital when events are scheduled including visit events.

3.2 Execution of Welcome Event

• As soon as available, update customers' data in the applicable IS tool preferably prior to the start of the course

• Upon customer's arrival at the Training Center in Miami, complete the badge/ registration event briefing:

• Presentation of the Training Center and its organization

• Assist trainees with filling out required forms

• Ensure completion of all required forms when collecting them

• Remain with the customer upon completion of the welcome event until the instructor arrives.

• "Coffee break" if needed, if the instructor has not arrived after completion of opening event.

Additional Responsibilities: 5%

Other duties as assigned:

• Other duties to be assigned as deemed by the Manager

Your Boarding Pass:

• Bachelor's degree or equivalent in Business Administration, Information Technology, or related field, preferred.

• Experience in customer support or access management roles, preferred.

• Up to 5 % domestic and international travel is involved with this job.

• Excellent problem-solving skills and the ability to think analytically, required.

• Attention to detail and the ability to multitask in a fast-paced environment, required.

• Customer-centered approach with a dedication to delivering outstanding service, required..

• English Full professional proficiency spoken and written, required. Spanish language skills, a plus.

• Google Workspace or Microsoft Office Suite proficiency, required.

• Familiarity with help desk software, access management tools, and CRM systems. preferred.

• Must be currently located in Miami, FL area or able to relocate for the job opportunity at their own expense (if out-of-area applicant) - there is no relocation support for this job.

• Bachelor's degree or equivalent in Business Administration, Information Technology, or related field, preferred.

• Experience in customer support or access management roles, preferred.

• Up to 5 % domestic and international travel is involved with this job.

• Excellent problem-solving skills and the ability to think analytically, required.

• Attention to detail and the ability to multitask in a fast-paced environment, required.

• Customer-centered approach with a dedication to delivering outstanding service, required..

• English Full professional proficiency spoken and written, required. Spanish language skills, a plus.

• Google Workspace or Microsoft Office Suite proficiency, required.

• Familiarity with help desk software, access management tools, and CRM systems. preferred.

• Ability to work in the US without current, or future, need for visa sponsorship/work authorization is required for this opportunity.

Job Requirements

Minimum Security Clearance:

No Clearance

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

The Company will consider qualified applicants with arrest and conviction records.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/ or https://pdsdefense.com/candidate-privacy/

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled