Customer Service Coordinator

Role overview

The Customer Service Coordinator supports customer retention by handling incoming calls, placing proactive outbound calls, and making sure service-related information moves smoothly between customers and the Service Department. The role also follows up to confirm issues are resolved to the customer’s satisfaction and reports to the Service Manager. This position is classified as non-exempt and pays $20.26 per hour plus bonuses.

Key duties

• Respond to customer requests in a polite, professional way while following company policies and procedures.
• Place outbound calls and manage incoming calls for tasks such as audits, upsell opportunities, issue resolution, sales lead referrals, customer follow-up, and order processing.
• Keep communication organized within the Service Department by maintaining call records and files, reviewing night messages, contacting the right people, preparing daily reports, and arranging deliveries.
• Support strong customer relationships by working quickly, communicating clearly, educating customers, handling concerns proactively, and coordinating with supervision to resolve issues.
• Prepare, send, and track welcome packages, renewal documents, service agreements, monthly and yearly reports, and related paperwork.
• Track competitor activity and report it as needed.
• Follow verbal and written instructions, attend meetings, and take on other assigned tasks.
• Assist other service team members when requested by supervision.

Qualifications

• Strong telephone etiquette and call-handling ability.
• Proven customer service, sales, and relationship-building capability.
• Working knowledge of MS Office and basic administrative tasks.
• Excellent spoken and written English, with the ability to understand instructions, manage time well, and work effectively in a team.
• Ability to recognize product colors, sizes, and types, and to count, add, and subtract accurately.
• High school completion or comparable experience.

Working conditions

This is an onsite position based in Surrey, British Columbia, Canada. The work environment typically includes offices and service areas within an industrial laundry facility, service center, or depot. No travel is required.

Benefits

• Registered Pension Plan (RPP)
• Extended health care and dental coverage
• Life insurance and disability coverage
• Accidental Death and Dismemberment (AD&D) protection
• Sick time
• Employee Assistance Program (EAP)

Additional information

Benefit availability may differ for roles covered by a collective bargaining agreement. The employer is an equal opportunity employer and considers all qualified applicants without discrimination based on citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, or gender expression. Accommodation is available for people with disabilities throughout the recruitment and selection process under the Accessible Canada Act; candidates needing support should contact the branch. Employment is contingent on successful background and drug screening.

About the company

The employer has been serving customers since 1889 and operates in the uniform and linen rental industry across multiple countries, supporting more than 350,000 customers in 13 countries. The organization emphasizes service quality, innovation, and growth opportunities for employees.