Call Center - Shift Supervisor / Wrriten Customer Experience Coordinator at Legacy Parking – Chicago, Illinois

The Customer Experience Coordinator is a front-line hybrid role that blends direct customer support with communication quality and shift coordination responsibilities. This person will handle inbound customer calls, manage written email communications, and serve as the on-site point of accountability during weekend shifts when the Call Center Manager is not present. This is a non-supervisory role — the coordinator does not manage staff performance or conduct but is responsible for keeping shift operations running smoothly.

KEY RESPONSIBILITIES

Customer Support — Phone

· Handle inbound customer calls as part of the regular agent queue, providing responsive and professional support.

· Assist with overflow call volume during peak periods to maintain queue service levels.

· Follow established call scripts, processes, and escalation procedures.

· Document call outcomes accurately in the CRM system.

Written Communication — Email

· Serve as the primary handler of inbound customer support emails, ensuring timely, professional, and accurate responses.

· Draft, review, and send customer-facing written communications in alignment with brand voice and quality standards.

· Triage the support inbox, routing complex or sensitive emails to the appropriate team member or escalating to the manager as needed.

· Maintain organized email records and follow up on open cases to ensure resolution.

· Identify recurring email topics or issues and flag patterns to the Call Center Manager.

Weekend Shift Coordination

· Act as the on-site point of contact weekend shifts in the absence of the Call Center Manager.

· Monitor real-time staffing and make scheduling adjustments as needed (e.g., breaks, coverage gaps) to maintain service levels.

· Escalate any operational, staffing, or customer issues to the manager when required.

· Ensure the shift runs according to established procedures; note and report any issues or incidents for manager review.

· This role does not include responsibility for performance management or disciplinary action

QUALIFICATIONS

Required

· 2+ years of experience in a call center, customer service, or support role.

· Strong written communication skills — able to write clear, professional, and empathetic emails.

· Comfortable handling inbound calls in a fast-paced environment.

· Reliable and self-directed; able to keep operations on track without direct supervision on-site.

· Proficiency with email platforms, CRM software, and basic computer applications.

· Availability to work a Wednesday – Sunday schedule, including weekends consistently.

Preferred

· Experience managing or monitoring an email support inbox.

· Prior experience in a senior agent, team lead, or shift coverage role.

· Familiarity with workforce management or scheduling basics.

CORE COMPETENCIES

• Written Communication: Produces clear, professional, and on-brand written responses with minimal errors.

• Reliability: Consistently shows up and takes ownership of shift responsibilities, especially when working independently.

• Customer Focus: Puts the customer experience first in every interaction, whether by phone or email.

• Situational Awareness: Recognizes when to act independently versus when to escalate to the manager.

• Organization: Manages a busy email queue and call responsibilities simultaneously without losing track of open items.