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 maintain strong relationships with existing customers and develop new service opportunities.

This is a hybrid position, allowing the employee to perform customer outreach, follow-ups, scheduling support, and administrative duties remotely while reporting to the company office when in-person meetings, training, team collaboration, or other on-site responsibilities are required.

Key Responsibilities

• Contact existing and prospective customers by phone, email, and approved communication platforms.
• Follow up with customers regarding service appointments, estimates, maintenance, and completed work.
• Assist customers with scheduling and general service inquiries.
• Maintain accurate customer information and outreach records.
• Identify customer needs and connect customers with appropriate plumbing and HVAC services.
• Conduct follow-up calls to ensure customer satisfaction.
• Assist with generating new service opportunities through customer outreach.
• Communicate company services, maintenance programs, and promotions when appropriate.
• Coordinate with dispatchers, technicians, and office personnel to address customer needs.
• Handle customer questions and concerns professionally.
• Prepare outreach reports and maintain organized customer records.

Hybrid Work Requirements

• Ability to work effectively both remotely and on-site.
• Reliable internet connection and suitable workspace for remote duties.
• Comfortable using computers, CRM/customer-management systems, email, phone systems, and scheduling software.
• Ability to attend the company office when required for meetings, training, or other business activities.
• Strong time-management and organizational skills.
• Professional communication skills and ability to work independently.

Qualifications

• Previous customer service, sales, call-center, outreach, or administrative experience preferred.
• Excellent verbal and written communication skills.
• Friendly and professional telephone manner.
• Strong organizational and multitasking abilities.
• Comfortable working with computers and common office software.
• Strong attention to detail.
• Dependable, self-motivated, and team-oriented.

Compensation & Benefits

• Full-time hybrid employment
• Flexible remote-work opportunities
• Paid training
• Overtime opportunities when available
• Career development and advancement opportunities
• Company benefits for eligible employees

Ideal Candidate

The ideal candidate is personable, organized, dependable, and comfortable communicating with customers in both remote and in-person settings. They should be proactive about following up with customers and committed to helping Penguin Plumbing Heating and Cooling deliver an excellent customer experience.

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