First Choice Service Coordinator

ESI’s First Choice Service Coordinator is responsible for overseeing and ensuring the delivery of exceptional customer service and operational excellence across various service areas. This role included liaising with internal teams, customers, and external vendors to ensure all processes are aligned with the organization's "First Choice" service standard. The ideal candidate will be highly organized, customer focused, and capable of managing multiple priorities while maintaining high attention to detail. 

Benefits

• ESI covers 100% of the medical premium for all employees and families.
• Competitive 401k match
• Lucrative bonus potential
• Great upward mobility for career growth

Responsibilities

• Ensure the highest standards of customer service are consistently provided, acting as the primary point of contact for customer inquiries, complaints, and First Choice Service escalations. 
• Develop and maintain strong relationships with customers to understand their needs and ensure a seamless First Choice Service experience. Regularly communicate with customers to assess satisfaction and identify areas for improvement. 
• Oversee the coordination of First Choice Services to ensure timely and accurate execution. 
• Collaborate with relevant departments to streamline processes and enhance customer satisfaction. 
• Serve as a liaison between customers, service teams, and leadership to relay feedback and propose improvements in First Choice Service delivery. 
• Work closely with internal teams, such as operations, logistics, and sales, to ensure customer expectations are met or exceeded. 
• Facilitate team meetings or discussions aimed at improving First Choice Service standards. 
• Identify inefficiencies or gaps in First Choice Service delivery and implement solutions. 
• Regularly review customer feedback to drive service improvements and innovation. 
• Support training initiatives for team members, ensuring they are knowledgeable about the First Choice Service standards and equipped to meet them. 
• Prepare regular reports on service levels, customer feedback, and key performance indicators (KPIs). Present findings to leadership and recommend actions for improvement. 
• Proactively identify potential issues in the delivery of First Choice Services and resolve them efficiently, ensuring minimal impact on the customer. 
• Ensure all processes and interactions comply with relevant industry standards and company policies, especially regarding health, safety, and security. 

Qualifications

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 2-4 years of experience in customer service, operations, or coordination role.
• Experience in a customer-facing role, managing First Choice Service process delivery. 
• Knowledge of First Choice Service improvement methodologies and customer satisfaction metrics. 
• Familiarity with CRM systems and customer feedback tools. 

Working Conditions

The work environment characteristics described here are representative of what a First Choice Coordinator will encounter while performing the essential functions of this job.

• Fast-paced working environment.
• Working environment may be busy and noisy.
• Manage several projects at one time.
• Interrupted frequently to meet the needs and requests of team members, clients, and subcontractors.

Physical Demands

• Flexibility in working hours may be required, including evening and weekend work as needed.
• Must be able to remain in a stationary position 50% of the time.
• Constantly operates a computer, including keyboard, mouse, and other components including power tools.

Travel Requirements

• Occasional travel to remote office buildings or job sites as needed.

Disclaimer

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. It is ESI’s commitment to incorporate Equal Opportunity and diversity principles in all aspects of work.