Job Title: Customer Care Coordinator
Monthly Pay: $3,533 - $4,962 USD per month
Summary:
This role coordinates customer care requests received through phone, email, and chat. It matters because clear updates and organized follow-through help customers receive useful product or service information. The coordinator sits within the customer support team, works under a customer service team lead, and partners with customers, support teammates, and internal service contacts. This fully remote role is based in South Carolina, United States, and is performed work from home. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities:
• Monitor incoming customer questions from the shared queue, phone calls, emails, and chat conversations, then identify the request type and urgency.
• Review customer details, previous interactions, and open service tickets in a CRM such as Zoho CRM before responding or coordinating next steps.
• Provide accurate product or service information, explain available next actions, and use approved reference materials to address routine questions.
• Create clear service tickets in a support platform such as Salesforce Service Cloud, including the customer question, actions taken, and current status.
• Coordinate requests with support teammates and internal service contacts when a customer needs information or action from another group.
• Follow up with customers and internal contacts when information is pending, keeping updates timely and confirming that the request has moved forward.
• Escalate unresolved, sensitive, or recurring customer concerns to the customer service team lead with complete notes and relevant interaction history.
• Use a Contact-center phone system such as Five9 to manage calls, document outcomes, and direct customers to the appropriate service resource.
• Use a Live chat such as Olark to respond to chat questions, maintain conversation context, and transfer complex requests to the appropriate teammate.
• Maintain quality through accurate information, timely turnaround, complete notes, and consistent follow-up on open customer requests.
Qualifications:
• High school diploma or equivalent.
• About 1-2 years of related customer support, service coordination, or client-facing experience preferred.
• Working knowledge of customer questions, service tickets, product or service information, and appropriate follow-up practices.
• Familiarity with a CRM such as Zoho CRM and a support platform such as Salesforce Service Cloud preferred.
• Ability to use a Contact-center phone system such as Five9 and a Live chat such as Olark for customer interactions.
• Ability to read customer requests carefully, provide clear written responses, and maintain a calm, helpful phone presence.
• Ability to organize multiple open requests, identify missing details, and coordinate updates across internal contacts.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
Perks & Benefits:
• Fully remote work from home in South Carolina, United States.
• Structured onboarding and training on the CRM, support platform, phone system, and Live chat named above.
• Regular check-ins with the customer service team lead to review priorities, questions, and work progress.
• Opportunities to build service coordination, customer follow-up, ticket documentation, and cross-functional coordination skills.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.