Customer Service Coordinator in Manhattan, New York at Physique Swimming

Customer Service Coordinator

We are seeking a highly organized and proactive Customer Service Coordinator to be the first point of contact for our clients and internal team members. You will be responsible for providing prompt, professional, and accurate support through multiple channels, including phone, email, and chat, ensuring all inquiries are handled efficiently while maintaining the highest level of customer service.

Key Responsibilities

• Provide timely and professional responses to client and family inquiries regarding classes, requests, absences, and concerns via email and phone.

• Manage scheduling: Confidently add or adjust group and private lessons using iClassPro and ensure updates are reflected in the Google Schedule.

• Track and manage customer absences, issue makeup tokens, and assist families with redemption.

• Serve as the communication hub: Use Slack to coordinate with managers and instructors regarding schedule changes, conflicts, or urgent issues.

• Manage a suite of software platforms, including Zendesk, Deputy, RingCentral, Slack, and Google Drive, ensuring all are open and accessible at the start of your shift.

• Handle portal and task management, including checking ClassPro portals for pending requests and escalating complex issues to the appropriate manager via Slack tickets.

• Maintain accurate documentation and reporting of all customer interactions in Zendesk or internal tracking systems.

• Commit to a minimum of 30 hours per week, including required weekend shifts.

Skills & Qualifications

• Strong verbal and written communication skills.

• Proven ability to multitask and prioritize effectively in a fast-paced environment.

• Comfortable using multiple software platforms simultaneously.

• Team-oriented with a proactive, solution-oriented approach to problem-solving.

• Strong organizational skills and exceptional attention to detail.

Expectations

The ideal candidate is proactive, responsive, and maintains a high level of professionalism in all interactions. You must be diligent in following up on all tasks and escalations to ensure continuity of service. This role has a minimum 30 hours per week commitment and requires shifts on weekends.