Project Coordinator - Wappingers Falls
12 hours ago
Wappingers Falls
Wappingers Falls, New York Customer Service - 6030 Monday-Friday, 8:30 AM- 4:30 PM during training, 11:30 AM - 4:30 PM after training (flexibility required) We are seeking a to serve as the first point of contact for both internal and external customers. In this role, you'll provide timely, accurate, and empathetic support across phone, email, chat, and other communication channels. You will guide customers throughout their entire support journey, ensuring clear communication, proper followup, and thorough documentation of each interaction. This position requires someone who can deliver a professional customer experience while maintaining strong attention to detail and meeting established quality and performance standards. • Respond to customer inquiries via phone, email, chat, or other channels., • Gather information efficiently to understand customer needs and provide accurate solutions., • Educate customers on product usage and available resources., • Record all customer interactions in the CRM system., • Maintain accurate, complete case documentation in alignment with internal policies., • Identify trends and escalate issues when needed., • Meet performance expectations, including:, • Sameday case resolution 85%, • Endtoend case ownership 80%, • Case reopen rate 3% (7day window), • Omnichannel response time 18 hours, • Quality Monitoring score 95%, • Phone abandonment rate below 2% • Troubleshoot Tier 1 customer issues and provide appropriate solutions., • Escalate more complex cases to higherlevel support teams when necessary., • Participate in ongoing training and development sessions., • Provide feedback to improve processes and customer experience., • Minimum 0-2 years of customer service or help desk experience., • Strong written and verbal communication skills., • Proficiency in computer applications, including Microsoft programs, internet protocols, and database systems., • Analytical mindset with the ability to troubleshoot and resolve issues., • Ability to multitask, prioritize, and work with a sense of urgency., • Strong organizational skills and independent work capability., • Customerfocused attitude with a high level of professionalism., • Understanding of order entry, case management, and customer support workflows., • Ability to work flexible hours between 8AM-8PM, including evenings, weekends, and occasional overtime., • Medical, dental & vision, • Critical Illness, Accident, and Hospital, • 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available, • Life Insurance (Voluntary Life & AD&D for the employee and dependents), • Short and long-term disability, • Health Spending Account (HSA), • Transportation benefits, • Employee Assistance Program We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.