Customer Outreach Coordinator

Job Description

Job Description

Position Overview

Penguin Plumbing Heating and Cooling is seeking a friendly, organized, and customer-focused Customer Outreach Coordinator to help strengthen relationships with existing and prospective customers. The successful candidate will communicate with customers, coordinate follow-ups, promote available services, and help ensure customers receive timely and professional assistance.

Key Responsibilities

• Contact existing and prospective customers by phone, email, and other approved communication channels.
• Follow up with customers regarding service appointments, estimates, maintenance, and completed work.
• Assist customers with scheduling and service inquiries.
• Maintain accurate customer contact information and communication records.
• Identify customer needs and direct them to the appropriate plumbing or HVAC services.
• Conduct follow-up calls to ensure customer satisfaction.
• Help generate new service opportunities through customer outreach and follow-up.
• Communicate promotions, maintenance programs, and company services when appropriate.
• Coordinate with dispatchers, technicians, and office staff to address customer needs.
• Handle customer questions and concerns professionally and escalate issues when necessary.
• Prepare basic outreach reports and maintain organized records.

Qualifications

• Previous customer service, sales, call center, or administrative experience preferred.
• Excellent verbal and written communication skills.
• Friendly, professional, and confident telephone manner.
• Strong organizational and time-management skills.
• Comfortable using computers, email, customer-management systems, and office software.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail.
• Reliable, punctual, and team-oriented.

Compensation & Benefits

• Full-time, on-site employment
• Paid training
• Overtime opportunities when available
• Career development and advancement opportunities
• Company benefits for eligible employees

Ideal Candidate

The ideal candidate is personable, organized, and motivated to provide an excellent customer experience. They should enjoy communicating with people, following up on customer needs, and helping the company build lasting customer relationships.

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