Customer Service Coordinator

Summary/Basic Function of the job Our company develops and supports a network of corporate and franchised websites. The eBSC coordinator will be responsible for site set up, on going support and maintenance, and end user training. Daily support consists of site updates, creation of marketing and promotional materials, basic trouble shooting, and quality assurance reviews. Essential or Primary Duties of the job

- Work with franchised dealers to set up and customize their website - Creation of web site elements including advertisements, banners, and buttons - Answers customer inquiries and requests, assesses problems and offers resolution and information as needed - Contacts customers to provide information on new programs, product offerings, and site functionality - For problems and issues outside the Coordinator expertise or scope of operation, escalates to appropriate contact - Understands and effectively uses the knowledge base, training materials, and manuals to provide support to all customers - Processes new customer enrollments and basic training - Ensures that all contacts are leveraged as an opportunity to up sell or cross sell client programs as appropriate - Supports the company performance and utilization goals by adhering to published schedules, procedures, and targets for contacts - May provide national language support for non-US markets - Consistently demonstrates a friendly and patient demeanor when working with customers and clients - Basic reporting utilizating Word, Excel, and PowerPoint Non-Essential or Primary Duties of the job None Supervisory Responsibilities No employees report to this position. Education and Work Experience - Bachelors degree or equivalent work experience - Experience in desktop, technical, or Internet support including help desk processes and end-user interactions - Knowledge of and experience with client business programs and business environment - Ability to rapidly absorb and implement new technologies and procedures - Ability to present and explain technical information to diverse audiences - Ability to write technical responses to end users - Excellent customer service skills - Excellent time management and organization skills - Excellent written and verbal skills, communicating effectively with staff at all seniority levels and clients with widely varying backgrounds - Excellent follow-up skills - Ability to cope with stressful situations in a professional manner - Working knowledge of PC systems and Internet technologies - Proficiency in MS Office Suite (Word, Excel, Outlook, and PowerPoint) - Proficiency in working with the Internet - Understanding of customer business environment (e.g., dealership operations and sales processes) - Familiarity with web based applications- Experience with Photoshop a plusWork Environment and Physical Demands The position requires the ability to work within a highly structured environment. Travel Minimal