Customer Experience Coordinator

Customer Experience Coordinator

At The Tustin Group, we foster relationships by keeping people informed because transparency builds teamwork, and teamwork builds trust. And trust is one of our core values.

We're currently looking for a passionate and detail-driven Customer Experience Coordinator to be the bridge between our clients and our service teams. If you're someone who thrives on communication, cares deeply about client satisfaction, and wants to be part of a company where your work truly makes a difference—we want to hear from you.

Here's what you can expect when you join our Customer Support Team:

• Comprehensive Onboarding & Training – We set you up for success with structured support, so you can hit the ground running.
• Medical, Dental & Vision Coverage – Your health matters to us, and we offer comprehensive plans to keep you and your family covered.
• Employer-Paid Short-Term & Long-Term Disability Insurance – Income protection when you need it most.
• Employer-Paid Life Insurance – Peace of mind for you and your loved ones.
• 401(k) with Company Match – We help you plan for the future with a solid retirement plan and employer contributions.
• Generous PTO – We believe in taking time to recharge. Enjoy vacation days, paid holidays, and personal time off.
• Paid Day Off for Your Birthday – Celebrate your day, on us.
• Growth Opportunities – Your path doesn't stop here. We promote from within and support your development every step of the way.
• Team Events & Gatherings – From barbecues to holiday parties, we value time spent building relationships beyond the desk.
• Office Culture That Respects You – Work in an environment that values your voice, respects your time, and supports your success.

Summary:

The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external stakeholders. Responsibilities encompass coordinating field service technicians' schedules, managing customer inquiries, and handling daily administrative tasks to uphold a superior level of customer experience.

Job Responsibilities:

• Deliver outstanding customer experiences, exceeding expectations, and maintaining proactive communication with both internal and external customers.
• Cultivate and nurture strong relationships with customers through effective and timely communication channels.
• Collaborate closely with the Customer Experience Team and Service Manager to coordinate service efforts and efficiently address any arising issues.
• Ensure prompt and knowledgeable responses to service calls and emails, always demonstrating a customer-centric approach.
• Effectively dispatch service personnel based on their skills, the nature of the request, and their location, utilizing GPS technology for optimal efficiency.
• Conduct daily audits of service reports, adhering to established procedures to ensure accuracy and completeness.
• Act as a dedicated customer advocate, capturing feedback and reporting it to the CARE and Leadership Team for continuous improvement.
• Build and maintain relationships within the broader Tustin Group network to facilitate collaboration and support.
• Contribute valuable insights to weekly manpower meetings regarding work progress, customer relations, and other operational matters.
• Execute all duties outlined in the service coordinator training program with diligence and attention to detail.
• Provide support for special projects as assigned by managers or supervisors, adapting flexibly to evolving responsibilities.

Experience/Education:

• High school diploma or equivalent; two plus years of coordinator experience or a similar role, or an equivalent combination of education and experience.
• Proficient in spoken and written English, with the ability to effectively communicate and present information to various stakeholders.
• Comfortable with basic mathematical concepts and their practical application in day-to-day tasks.
• Strong problem-solving skills and the ability to interpret instructions accurately.
• Proficient in using inventory and scheduling software, internet applications, spreadsheet software (Excel), and word processing software.

Physical Demands/Working Conditions:

• Sitting for prolonged periods at a desk while using a computer.
• Typing and using a mouse frequently throughout the workday.
• Occasionally standing and walking within the office to retrieve files or documents.
• Lifting and carrying light office supplies, such as paper or small packages, typically weighing up to 10 pounds.
• Reaching and bending to access file cabinets and shelves.
• Using a telephone for extended periods to communicate with customers.
• Visual acuity to read and interpret documents, emails, and computer screens.
• Hearing ability to understand and respond to customer inquiries and communicate with colleagues.