Customer Experience Coordinator

Customer Experience Coordinator CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions. Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states. CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals. No wonder Newsweek named CoolSys one of America's Greatest Workplaces! We understand that hiring great people is the foundation of everything we do. The Customer Experience Coordinator (CEC) provides enterprise-level operational support through accurate data entry, work order tracking, schedule monitoring, and cross-functional coordination. This role maintains current service information, identifies delays, and follows through with internal teams to support timely completion, billing readiness, and customer commitments. The CEC performs all duties in accordance with company policies and applicable laws and regulations. Essential Duties and Responsibilities: Maintain high-volume data entry and accurate records in Excel, Smartsheet, work order systems, and customer platforms. Monitor and update work order statuses, scheduled dates, completion milestones, and outstanding action items. Identify overdue work, missing information, scheduling gaps, and discrepancies; proactively follow up to keep activities on track. Coordinate with branch teams, project managers, account management, data analysts, dispatch, and billing to obtain updates and resolve issues. Maintain tracking reports and reconcile information across systems to support service visibility, reporting, and billing readiness. Escalate unresolved issues, missed milestones, and service risks to appropriate stakeholders or leadership in a timely manner. Support customer service requests, operational improvements, and other assigned projects and duties. Qualifications: High school diploma or equivalent required; associate's or bachelor's degree in business or related field preferred. Experience in data entry, administrative support, customer service, or operations coordination preferred. Strong Microsoft Excel skills, including sorting, filtering, formulas, and managing large datasets, required. Experience with Smartsheet and Microsoft Office applications, including Outlook, Word, and Teams, preferred. Ability to learn and work accurately across multiple ERP, work order, and customer systems. Excellent attention to detail, data accuracy, organization, and follow-through. Ability to manage multiple deadlines, competing priorities, and high volumes of information. Strong written and verbal communication skills with internal teams and customers. Ability to identify discrepancies, solve problems, and escalate issues appropriately. Ability to work independently and collaborate across multiple departments and organizational levels. Knowledge of commercial HVAC, refrigeration, or field service operations is a plus. Join Us Today, there are 27 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth! CoolSys is an EEO/AA Employer. All qualified individuals - including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply. Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.