Customer Experience Coordinator

Customer Experience Coordinator

Generator Supercenter of Chicagoland provides whole-home backup power solutions designed to protect families and homes when the power goes out. We are growing quickly and looking for a friendly, organized, and highly responsive Customer Experience Coordinator to help provide an exceptional experience for our customers from their first interaction with us through installation and ongoing service. This is an ideal opportunity for someone early in their career who is great with people, organized, comfortable on the phone and computer, and enjoys helping customers.

The Customer Experience Coordinator serves as a central point of communication between our customers and our sales, installation, and service teams. This position helps manage the customer journey from initial lead to sales appointment to permitting and project preparation to installation to inspection to service and maintenance. The role is heavily focused on customer communication, scheduling, follow-up, and coordination. You will answer customer questions, schedule appointments, proactively provide status updates, maintain accurate customer information, and help make sure every customer understands what happens next. This is not a technical generator position. We will teach you our products, systems, and processes. We are primarily looking for someone who is professional, dependable, organized, positive, and genuinely enjoys helping customers.

Key Responsibilities

• Answer incoming customer phone calls, emails, texts, and general inquiries
• Provide friendly, professional, and timely responses to customers
• Help customers understand where they are in the process and what happens next
• Proactively provide updates regarding appointments, permitting, scheduling, installation, inspections, service, and maintenance
• Follow up on open customer questions and ensure issues are routed to the appropriate team member
• Document customer conversations, commitments, and important information in company systems
• Help resolve routine customer concerns and escalate more complex issues when appropriate
• Respond to new customer inquiries and leads
• Schedule in-home sales consultations
• Confirm upcoming appointments with customers
• Reschedule appointments when necessary
• Maintain accurate customer contact and appointment information
• Follow up with customers when additional information is needed
• Help ensure leads receive timely communication and do not fall through the cracks
• Welcome new customers after their generator purchase and explain the next steps in the installation process
• Maintain regular communication while customers move through permitting and project preparation
• Coordinate with permitting, operations, sales, and installation teams to provide accurate customer updates
• Schedule installation appointments once projects are ready
• Confirm installation dates, arrival windows, and customer expectations
• Help coordinate inspection appointments and final project completion
• Follow up after installation to ensure the customer had a positive experience
• Answer service-related calls and help gather initial information from customers
• Schedule generator service and maintenance appointments
• Coordinate technician schedules with customer availability
• Confirm appointments and communicate scheduling changes
• Help customers understand routine maintenance programs and service options
• Follow up on outstanding service items
• Support recurring maintenance scheduling and customer retention efforts
• Maintain accurate sales, installation, service, and maintenance schedules
• Coordinate customer availability with internal teams and field technicians
• Monitor upcoming appointments and proactively address scheduling conflicts
• Communicate changes quickly and professionally
• Ensure customers receive appointment confirmations and appropriate reminders
• Maintain accurate customer information in our CRM and scheduling systems
• Enter notes following customer interactions
• Update project and appointment statuses
• Upload and organize customer documentation when needed
• Track outstanding customer requests and follow-up items
• Assist the Office Manager and operations team with general administrative support

What We're Looking For

We are looking for someone who:

• Genuinely enjoys talking with and helping customers
• Communicates clearly and professionally
• Is friendly and confident on the phone
• Is highly organized and detail-oriented
• Follows through on commitments
• Can manage multiple customers and priorities at the same time
• Is comfortable learning new computer systems
• Takes ownership instead of waiting to be reminded
• Remains professional when customers are frustrated or schedules change
• Enjoys working as part of a small, fast-growing team

Qualifications

• High school diploma or GED required
• Previous customer service, administrative, receptionist, scheduling, retail, hospitality, or office experience preferred
• Strong verbal and written communication skills
• Comfortable communicating by phone, email, and text
• Basic proficiency with Microsoft Office, email, and web-based software
• Strong organizational and time-management skills
• Ability to accurately enter and maintain customer information
• Ability to learn new systems and processes

Generator, electrical, or construction experience is not required. We will provide training. Experience in any of the following is a plus:

• Customer service
• Appointment scheduling
• Call center or customer support
• Home services
• HVAC, plumbing, electrical, roofing, solar, or construction companies
• Automotive service departments
• Property management
• Medical or dental office scheduling
• CRM or scheduling software

Compensation: $18.00 - $25.00 per hour, depending on experience and qualifications.

Why Join Generator Supercenter of Chicagoland? This is an opportunity to join a growing local business backed by a nationally recognized brand. You will have the opportunity to learn multiple areas of the business while developing valuable experience in customer service, scheduling, project coordination, operations, and the rapidly growing backup power industry. Most importantly, you will play an important role in making sure our customers feel informed, supported, and taken care of throughout their entire experience with Generator Supercenter.

If you are organized, personable, responsive, and enjoy helping people, we would like to meet you.

Apply today to join Generator Supercenter of Chicagoland as our Customer Experience Coordinator. Compensation: $18.00 - $25.00 per hour

Join The Generator Supercenter Family Here it's not just some catchy phrase; it's a lifestyle. We're looking for amazing people who believe in helping others, through the sales, installation, and maintenance of whole home generators that empower our customers with peace of mind, security, and freedom.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Generator Supercenter Corporate.