Customer Service Coordinator

Are you a driven professional with strong communication and computer skills who would like to work in a high growth, quickly evolving environment? Do you feel inspired to solve customer problems and provide resolutions while being part of a caring and collaborative team? Are you hoping to find a professional home where career growth and development opportunities continuously arise?

Off Duty Management’s Customer Service team works onsite in our Katy, Texas offices, providing first-class support to the Law Enforcement community throughout the United States 24 hours a day, 365 days per year. We are dedicated to providing the best possible service, protection, and administrative support to the sworn officers of our valued partner agencies. With each team member’s help and hard work, we fulfill that commitment and lead the industry in innovative off-duty employment management services.

As this is a 24/7/365 support function, a variety of shifts and schedules may be available, including weekdays, weekends, daytime, evening, and overnight. Overtime opportunities are occasionally offered but are not mandatory.

Responsibilities

• Schedule and input assignments for police officers utilizing scheduling software
• Manage assignments effectively based on requests and compliance with the agency’s policies and procedures
• Maintain an accurate and updated database of client information
• Maintain focus and quality in a high volume call center environment
• Act as a liaison between agencies, vendors, and Off Duty Management
• Relay and record assignments accurately
• Proactively communicate and collaborate with teammates, supervisors and managers, and operational staff
• Prepare reports and spreadsheets utilizing scheduling software with respect to detailing upcoming, ongoing and recently completed assignments
• Demonstrate excellent customer communication over the phone and email
• Ensure that the quality of all services provided meets the company’s standards
• Submit payroll reports for assigned agencies

Qualifications

• 1+ years of scheduling or customer service experience is required
• Prior experience in high-volume, task-oriented positions requiring strong attention to detail required
• Ability to type 35 words per minute or more
• Excellent verbal and written English skills – speaking, writing, reading
• Ability to work full-time onsite in Katy Texas; 5 days per week, 8 hours per day (plus lunch hour)
• Demonstrable ability to utilize an array of software applications, and to learn new applications quickly, is required
• Must have the ability to pass applicable assessments, including a typing test
• Must be autonomous but also thrive in a team environment
• Must be very detail-oriented
• Ability to provide outstanding customer service and the ability to multitask are paramount
• Experience with desktop applications, including Excel, Adobe Acrobat, Word, and Outlook; experience with CRM and/ or other work or case management tools preferred
  • Experience with HubSpot CRM and/ or Five 9 Call Center software is a plus
• Excellent follow-up ability in relation to assignments, tasks, and customer issues
• Demonstrable problem-solving skills

Off Duty Management is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This Organization Participates in E-Verify.