Customer Experience Coordinator

Job Description

Job Description

Customer Experience Coordinator

Supporting Cherry Glass & Aluminum and American Pump & Drilling

Location: Idaho Falls, ID
Position Type: Full-Time, In-House
Employer: Cherry Glass

About Northstar Summit

Northstar Summit is the parent company of several locally owned businesses proudly serving Eastern Idaho, Western Wyoming, and the surrounding region. Through our family of companies, we provide professional services in glass and glazing, water well drilling and pump systems, HVAC, plumbing, electrical, property services, and related industries.

This position will primarily support Cherry Glass & Aluminum and American Pump & Drilling , while also assisting with communication and administrative needs across other Northstar Summit companies as needed.

Position Overview

Northstar Summit is seeking a friendly, organized, and customer-focused professional to become the first point of contact for our companies.

The primary responsibility of this position is managing incoming customer communication. You will be one of the first voices our customers hear and one of the first faces they see. Every phone call, website inquiry, email, and walk-in customer helps shape the customer experience, making this one of the most important positions within our organization.

This position serves as one of the primary phone operators for Cherry Glass & Aluminum and American Pump & Drilling, answering incoming calls, gathering information, helping customers, taking accurate messages, and ensuring every inquiry reaches the appropriate person quickly and professionally.

While this position is physically based at the Cherry Glass office in Idaho Falls, it provides customer communication and administrative support for multiple Northstar Summit companies, primarily Cherry Glass & Aluminum and American Pump & Drilling.

You'll also greet customers and visitors, serve as the front-line representative for the company, and act as a professional gatekeeper for leadership and other team members.

Beyond customer communication, you'll assist with online lead management, administrative support, coordination between office and field teams, light social media posting, and a variety of day-to-day office responsibilities that help keep our companies operating smoothly.

This is a high-impact position that helps keep communication flowing between our customers, field teams, and office staff. The right person will quickly become an indispensable part of our daily operations.

Phone & Customer Communication (Primary Responsibility)

• Serve as one of the primary people responsible for answering incoming phone calls for Cherry Glass & Aluminum and American Pump & Drilling.
• Answer calls promptly with a friendly, professional, and helpful attitude.
• Listen carefully to customer needs and gather the information necessary to determine the appropriate next step.
• Route calls to the correct estimator, project manager, technician, driller, pump specialist, office staff member, or member of leadership.
• Take complete and accurate messages when team members are unavailable.
• Provide basic scheduling, project, order, or service updates when information is available.
• Follow up internally to ensure customer requests and messages are handled promptly.
• Help prevent customers from being transferred multiple times by directing them to the right resource the first time.
• Maintain professionalism and composure when assisting frustrated or concerned customers.
• Deliver an exceptional customer experience during every interaction.

Front Desk & Customer Experience

• Welcome customers, vendors, applicants, and visitors entering the Cherry Glass office.
• Provide a warm, professional, and helpful first impression.
• Assist walk-in customers and connect them with the appropriate team member.
• Act as a gatekeeper by screening and directing calls, visitors, and requests appropriately.
• Receive deliveries, payments, paperwork, and customer documents.
• Maintain a clean, organized, and welcoming front-office environment.

Website Leads & Customer Communications

• Monitor incoming customer inquiries from company websites, online forms, email, and other digital channels.
• Respond promptly and professionally to website and online inquiries.
• Gather project or service information from prospective customers.
• Enter customer information accurately into company software.
• Route new leads to the appropriate company, estimator, project manager, or department.
• Follow up with customers when additional information is needed.
• Help ensure no customer inquiry or lead falls through the cracks.
• Maintain accurate records of customer communications and lead activity.

Administrative, Operational & Team Support

• Perform general office duties including filing, scanning, scheduling, document preparation, data entry, and recordkeeping.
• Assist with organizing customer files and maintaining accurate information within company software.
• Support project managers, accounting, leadership, estimators, and other office personnel with administrative tasks.
• Assist the Cherry Glass residential estimator with scheduling, customer communication, organizing project information, and other administrative support as needed.
• Coordinate communication between office staff and field personnel.
• Help organize appointments, schedules, and customer follow-up.
• Assist with special projects and other administrative responsibilities as assigned.

Social Media & Company Communications

• Assist with light social media posting for Northstar Summit and its family of companies.
• Publish approved company updates, hiring announcements, project highlights, community involvement, employee recognition, and other basic content.
• Monitor social media messages and direct customer inquiries to the appropriate team member.
• Help maintain a professional and consistent company voice across communication channels.
• Coordinate with leadership before publishing content requiring approval.
• Assist with gathering photos and project information for future posts.

Skills & Qualifications

We're looking for someone who enjoys helping people and thrives in a fast-paced environment.

Ideal candidates will possess:

• Outstanding customer service skills.
• Friendly, professional, and confident communication.
• An excellent telephone presence.
• Strong written communication skills.
• Exceptional organizational abilities and attention to detail.
• Ability to multitask while maintaining accuracy.
• Strong problem-solving and critical-thinking skills.
• A positive attitude and willingness to take ownership.
• Confidence interacting with customers, coworkers, and leadership.
• Comfort learning and using office software, CRM systems, and project management tools.
• Dependability and a strong work ethic.
• Prior experience in customer service, reception, office administration, dispatching, construction, home services, or related industries is preferred but not required.
• Experience managing business social media accounts is helpful but not required.

What Success Looks Like

The person who succeeds in this position will:

• Create an exceptional first impression for every customer.
• Answer phones consistently and confidently.
• Ensure customer inquiries reach the correct team member quickly.
• Keep website leads organized and moving forward.
• Communicate professionally through phone, email, text, and in-person interactions.
• Keep the front office organized, welcoming, and efficient.
• Support multiple departments while staying organized under pressure.
• Help leadership and field teams stay focused by coordinating communication effectively.
• Become a trusted resource for both customers and coworkers.

What We Offer

• Competitive pay based on experience.
• Health insurance.
• Voluntary dental and vision insurance.
• Paid time off and paid holidays.
• Opportunities for professional growth and advancement.
• Cross-training and exposure to multiple businesses and industries.
• A supportive, family-oriented workplace with local ownership.
• The opportunity to build a long-term career with a growing family of companies.

Our Core Values:
Service Minded

We put customers first, anticipate needs, and strive to exceed expectations in every interaction.

Confident Humility

We have the confidence to take initiative while remaining humble enough to listen, learn, and improve.

Unstoppable Grit

We work hard, persevere through challenges, and find solutions while maintaining a commitment to quality.

Excellence Together

We believe great things happen when people work together, support one another, and hold themselves accountable to high standards.