Description
Job Title: Customer Service Project Coordinator
Job Description
The Customer Service Project Coordinator plans, coordinates, and executes strategic initiatives across the Customer Service organization, with a primary focus on acquisition integration, operational improvement, and AI-enabled process transformation.
This role supports and coordinates Customer Service projects related to mergers and acquisitions, system enhancements, workflow improvements, operational initiatives, and new technology implementation. A significant portion of the position, approximately 50% moving forward, will focus on identifying, implementing, and optimizing AI-driven processes within Customer Service, with Claude AI serving as the primary platform for these initiatives.
The Project Coordinator will partner closely with Customer Service, Operations, IT, business stakeholders, and other cross-functional teams to translate business needs into scalable processes and technology solutions. The position will also help evaluate where AI can improve efficiency, employee productivity, knowledge management, customer interactions, and overall service delivery.
Responsibilities
Project Coordination & M&A Integration Manage and coordinate projects related to Customer Service systems, tools, workflows, contact center operations, acquisitions, integrations, and broader operational improvements. Develop and maintain detailed project plans, including timelines, milestones, dependencies, ownership, and deliverables for multiple concurrent initiatives. Coordinate Customer Service activities associated with mergers, acquisitions, system transitions, and operational integrations, helping ensure acquired operations are effectively incorporated into existing Customer Service processes. Develop and maintain integration plans addressing systems, workflows, training, documentation, customer communications, and operational readiness. Track and report project status, risks, issues, dependencies, and outstanding action items, escalating concerns and recommending mitigation strategies when necessary. Support and coordinate user acceptance testing (UAT), including test planning, execution, documentation, issue tracking, and enhancement recommendations. Ensure operational readiness for system implementations and acquisition integrations, including training plans, updated workflows, documentation, and alignment of Customer Service processes. Document transition plans, risks, action items, decisions, and post-implementation activities to support successful go-live and stabilization. Serve as a primary point of contact for Customer Service project coordination, ensuring alignment between Customer Service, Operations, IT, and business stakeholders. Facilitate planning sessions, status meetings, working sessions, implementation reviews, and post-project evaluations. Communicate project status, risks, milestones, and key updates clearly and regularly through reports, presentations, and stakeholder meetings. Partner with technical and operational teams to translate business requirements into practical solutions and system or process changes. Maintain organized and accessible project documentation, including requirements, project plans, meeting notes, process maps, decisions, and change logs. Participate in post-implementation reviews to evaluate project outcomes against business objectives and Customer Service performance expectations. AI Process Improvement & Claude AI Initiatives Dedicate approximately 50% of the role to AI-related projects, implementations, and process improvements within the Customer Service organization. Coordinate and support the implementation, adoption, and continuous improvement of Claude AI-enabled Customer Service workflows and solutions. Identify Customer Service processes that could benefit from AI, automation, summarization, knowledge retrieval, content generation, workflow support, or other efficiency improvements. Partner with Customer Service leaders and frontline teams to identify high-volume, repetitive, manual, or time-consuming processes that can be improved through Claude AI and related technologies. Develop project plans and implementation roadmaps for AI initiatives, establishing objectives, milestones, stakeholders, testing requirements, dependencies, and success measures. Design and document workflows for incorporating Claude AI into existing Customer Service processes while maintaining appropriate human review and operational controls. Coordinate testing and validation of AI-enabled workflows before broader implementation, documenting results, issues, recommended changes, and lessons learned. Create, test, refine, and maintain prompts, templates, use cases, and standardized AI workflows designed to improve consistency, efficiency, and employee productivity. Gather feedback from Customer Service users and stakeholders to continuously refine AI processes and improve usability and effectiveness. Establish and monitor metrics to measure the impact of AI initiatives, including improvements in handling time, response time, employee productivity, process accuracy, consistency, knowledge accessibility, and customer experience. Partner with IT, Security, Compliance, and appropriate stakeholders to help ensure AI solutions follow organizational policies related to data privacy, information security, acceptable use, and customer information. Maintain documentation covering AI use cases, workflows, testing, process changes, implementation decisions, and ongoing enhancements. Support employee adoption of Claude AI by helping develop training materials, process documentation, best practices, and standardized usage guidelines for Customer Service teams. Stay informed on evolving Claude AI capabilities and recommend practical opportunities to expand or improve its use within Customer Service operations. Evaluate AI initiatives after implementation and recommend adjustments based on business results, employee feedback, process performance, and changing operational needs. Continuous Improvement & Operational Support Identify and recommend opportunities for continuous improvement across Customer Service operations. Analyze existing processes and workflows to identify inefficiencies, bottlenecks, duplication, and opportunities for standardization or automation. Support data entry and administrative activities associated with project tracking, documentation, reporting, and implementation as needed. Contribute to a customer-focused culture by ensuring projects, integrations, and technology improvements enhance both the employee and customer experience. Essential Skills 24 years of project coordination or project management experience, preferably within Customer Service, contact center, operations, technology implementation, or process improvement environments. Proven ability to coordinate multiple projects simultaneously, including timelines, milestones, stakeholders, dependencies, risks, and deliverables. Experience supporting acquisition integrations, organizational transitions, system implementations, process transformations, or other cross-functional projects. Demonstrated interest or experience using generative AI tools, preferably Claude AI, for business process improvement, workflow optimization, or employee productivity. Ability to identify business processes that could benefit from AI, automation, or workflow redesign. Ability to translate operational challenges and business needs into defined project requirements and practical solutions. Experience tracking project risks, dependencies, action items, and status and escalating issues appropriately. Strong communication and collaboration skills, with experience working across Customer Service, Operations, IT, and business stakeholders. Ability to facilitate meetings, lead discussions, and provide clear, concise project updates to diverse stakeholder groups. Experience supporting operational, systems, workflow, contact center, or Customer Service initiatives. Exposure to UAT, system implementations, process improvements, integrations, or technology rollouts. Familiarity with project management tools and methodologies used to plan, track, document, and report on projects. Customer Service orientation, with experience in customer support, call center, or inbound call environments preferred. Strong organizational skills with the ability to prioritize tasks and manage deadlines in a fast-paced, evolving environment. Effective problem-solving and risk-management skills, including the ability to identify issues, evaluate options, and recommend solutions. Strong attention to detail and documentation skills. High school diploma or equivalent.
Skills
Project coordination, process improvement, project management, business analysis, Data entry, Customer service, Administrative support, call center, call center management, inbound call, customer support, customer service oriented
Top Skills Details
Project coordination,process improvement,project management,business analysis
Additional Skills & Qualifications
Additional Skills & Qualifications Hands-on experience with Claude AI or another enterprise generative AI platform is strongly preferred. Experience using generative AI for workflow improvement, prompt development, research, summarization, knowledge management, process documentation, or Customer Service applications is highly desirable. Experience with prompt development, AI workflow testing, or creating repeatable AI-enabled processes is a plus. Experience in call center management or working closely with contact center operations. Experience supporting mergers and acquisitions, particularly post-acquisition integration or operational transition projects, is highly desirable. Ability to assess processes, identify inefficiencies, and develop practical recommendations for automation or AI enablement. Background in administrative support and data entry related to project documentation and tracking. Ability to build strong relationships across functional groups and influence stakeholders to drive project execution and technology adoption. Comfortable working in an environment where AI capabilities, business requirements, and operational priorities may evolve quickly. Strong judgment when working with customer information, proprietary business information, and AI-enabled tools. Ability to balance technology-driven innovation with practical Customer Service requirements and employee adoption. Interest in long-term career growth within an organization that is continuing to expand and introduce new technologies and initiatives.
Experience Level
Intermediate Level
Job Type & LocationThis is a Contract to Hire position based out of Enfield, CT. Pay and BenefitsThe pay range for this position is $28.00 - $35.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
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 Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & LocationThis is a Contract to Hire position based out of Enfield, CT. Application DeadlineThis position is anticipated to close on Nov 27, 2026. Workplace TypeThis is a fully onsite position in Enfield,CT.
About Aston Carter
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.
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.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
