Customer Care Coordinator

Job Description

Job Description

Customer Care Coordinator Position Summary The Customer Care Coordinator serves as the primary point of contact for clients from contract execution through project completion and turnover. This role is responsible for ensuring an exceptional customer experience while coordinating communication, documentation, scheduling support, material procurement assistance, and project administration throughout the construction process.

The ideal candidate is highly organized, detail-oriented, customer-focused, and capable of managing multiple projects simultaneously in a fast-paced construction environment. While customer satisfaction is a primary focus, this position also plays a key operational role in supporting project execution and coordination.

This position utilizes JobTread construction management software as the company’s primary platform for project management, documentation, communication, scheduling, change management, purchasing, invoicing, and customer administration. Accurate and timely use of the software is a critical function of this role. Key Responsibilities Client Communication & Customer Experience·         Serve as the primary customer contact from contract execution through project completion and turnover.·         Introduce customers to the project process and maintain consistent communication throughout construction.·         Coordinate and guide customers through design finish selections, color selections, final pool design approvals, and project-related decisions.·         Provide proactive updates regarding schedules, milestones, delays, and project status.·         Document all customer communications, decisions, approvals, and project notes within JobTread.·         Maintain a high level of professionalism and customer satisfaction throughout the project lifecycle. Project Coordination & Administrative Support ·         Assist the Director of Operations with project scheduling and coordination.·         Support project buyout activities including material procurement, vendor coordination, subcontractor coordination, and purchase order preparation.·         Assist with subcontract preparation and execution.·         Coordinate timely delivery of materials and project components.·         Track project progress and communicate scheduling updates internally and externally.·         Assist with permitting and administrative documentation required for project execution.·         Maintain accurate project records and workflow management within JobTread construction management software. Change Management & Documentation ·         Coordinate and document project changes requested by customers or required during construction.·         Prepare, track, and process change orders for approval through JobTread.·         Maintain accurate project records, documentation, and correspondence within the software platform.·         Ensure all selections, approvals, and changes are properly documented and communicated to the operations team. Financial & Billing Support ·         Assist with invoice preparation and delivery through JobTread.·         Coordinate documentation related to billing milestones and customer approvals.·         Support collection of required customer documentation for progress payments and final invoicing.·         Assist with maintaining accurate financial and project documentation within the software system. Project Closeout & Completion ·         Assist with punch list creation, coordination, and completion.·         Coordinate project startup, commissioning, and pool school scheduling with the internal service department.·         Participate in final walkthroughs with customers to ensure project completion and customer satisfaction.·         Ensure all final project documentation, warranties, closeout items, and customer records are completed accurately within JobTread. Qualifications ·         Strong communication and customer service skills.·         Exceptional organizational and time management abilities.·         Ability to manage multiple projects and priorities simultaneously.·         Detail-oriented with strong documentation and follow-through skills.·         Proficiency in Microsoft Office, Google Workspace, and construction/project management software required.·         Experience using JobTread or similar construction management software preferred.·         Experience in construction, project coordination, customer service, landscape/hardscape, or pool industry preferred.·         Ability to work collaboratively with customers, subcontractors, vendors, and internal teams. Preferred Traits ·         Positive and professional attitude.·         Strong problem-solving abilities.·         Ability to remain calm and organized in a fast-paced environment.·         Self-motivated and proactive communicator.·         Team-oriented mindset with a commitment to delivering an exceptional client experience. Physical Requirements ·         Ability to lift up to 50 lbs. if needed.·         Work both in office and outdoor environments.·         Ability to travel locally to job sites and client meetings. Position Type ·         Full-Time·         In-Office / Hybrid (based on company needs) Compensation & Benefits • Salary: Based on experience• Benefits: PTO, Holidays, DPC (LivingWell Health Center)• Company vehicle and technology: A company vehicle shall be provided for employee use during work activities. As a standard, the company vehicle will remain at the company’s place of business during non-work hours. A company computer, workstation, and phone shall be provided for work purposes.