Job Title: Customer Relations Coordinator
Monthly Pay: $3,533 - $4,962 USD per month
Summary:
Phone calls and emails are the main ways this role connects with customers and coordinates responses to their questions. The Customer Relations Coordinator organizes customer relations follow-through so customers receive consistent product or service information and understand what happens next. This position sits within the customer support team, works under a customer service team lead, and coordinates with customers and internal service contacts. This is a fully remote, desk-based position offering work from home in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities:
• Organize incoming customer questions from shared email inboxes and service ticket queues, identifying the request, its urgency, and the appropriate next step.
• Coordinate and route incoming and return calls through a contact-center phone system such as Genesys, confirming the reason for contact and arranging needed follow-through.
• Check customer contact details, previous interactions, and open requests in a CRM such as Microsoft Dynamics 365 before coordinating a response.
• Create and update service tickets using a support platform such as Salesforce Service Cloud, recording clear summaries, assigned owners, and next actions.
• Provide approved product or service information, clarify customer questions, and help customers locate available instructions without making unsupported promises about outcomes.
• Route requests to the appropriate support team member or internal service contact, including relevant background so customers do not need to repeat information.
• Monitor outstanding requests, coordinate responses between contacts, and follow up when information is missing or an expected update has not arrived.
• Escalate unresolved concerns, repeated contact, or unclear ownership to the customer service team lead with a concise account of actions already taken.
• Confirm that customers understand the response, record remaining questions, and close tickets only when the outcome and any outstanding next steps are clear.
• Maintain quality through accurate information, timely turnaround, complete notes, and consistent follow-up; share recurring customer questions during team reviews to improve coordination.
Qualifications:
• High school diploma or equivalent.
• About 1-2 years of customer service, customer relations, or service coordination experience preferred, particularly with phone and email interactions.
• Familiarity with customer service operations, request routing, escalation procedures, and checking product or service information before responding.
• Comfort navigating the named CRM, support platform, and contact-center phone system, with readiness to learn established workflows during training.
• Clear written communication and professional phone communication, including the ability to explain next steps and summarize customer concerns accurately.
• Ability to prioritize open requests, coordinate handoffs, and maintain clear notes while moving between customer conversations and internal updates.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in training and team check-ins.
• Authorization to work in the United States.
Perks & Benefits:
• Fully remote work from home within Michigan, with customer coordination handled through digital systems and phone conversations.
• Structured onboarding and training on the named customer service systems, request workflows, response standards, and escalation procedures.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and strengthen follow-through.
• Opportunities to build customer relations, service coordination, email management, and escalation management skills through everyday work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.