Customer Experience Coordinator

Customer Experience Coordinator

As a Customer Experience Coordinator, you will support customers through written communication, electronic support tickets, account inquiries, billing questions, troubleshooting needs, records requests, and other service-related issues. This role requires strong written communication, sound judgment, patience, attention to detail, and the ability to help customers who may be frustrated, emotional, or unfamiliar with technology.

You will use approved systems, resources, and AI-supported efficiency tools to work accurately and efficiently while maintaining confidentiality, human judgment, and company standards. This position is ideal for someone who is curious, thorough, calm under pressure, and committed to helping customers feel heard, supported, and clearly informed.

This role directly supports the customer experience by helping customers navigate sensitive situations, understand available options, and resolve issues with clarity and care. Your work helps build trust by ensuring customers receive accurate information, consistent support, and thoughtful communication, even when the answer is difficult or a company policy must be upheld.

You will also support internal team success by identifying trends, asking strong questions, using available resources, escalating concerns appropriately, and contributing to a culture of accountability, empathy, curiosity, and continuous improvement.

Position Responsibilities:

• Respond to customer emails, support tickets, account inquiries, billing questions, and service concerns with accuracy, professionalism, empathy, and clarity.
• Communicate clearly with customers who may have limited comfort using mobile devices, apps, web apps, browsers, or online account tools.
• Explain troubleshooting steps in simple written instructions, using patience and mindfulness to help customers feel supported and informed.
• Use approved AI-supported efficiency tools, internal resources, and customer context to improve response quality, consistency, and efficiency.
• Handle customer data, account records, documents, and secure information with strict confidentiality, accuracy, and accountability.
• Follow required protocols for producing, reviewing, handling, and shipping confidential documentation.
• Support fraud prevention efforts by identifying suspicious activity, unusual account behavior, documentation concerns, or potential misuse and escalating appropriately.
• Maintain professionalism and emotional steadiness when working with upset, frustrated, rude, or high-stress customers.
• Uphold company policies and service limitations with consistency, care, and clear communication, even when the outcome is difficult for the customer.
• Take ownership of customer needs by reviewing available information, asking thoughtful questions, researching context, and pursuing appropriate next steps.
• Use sound judgment to determine when to resolve an issue, ask for guidance, escalate a concern, or report a potential problem.
• Contribute to team goals, process improvements, customer experience initiatives, and shared knowledge with curiosity and a growth mindset.
• Complete assigned work independently and collaboratively, following through with thoroughness, accuracy, and accountability.
• Carry out additional duties as needed to support customer experience, team operations, and company goals.

Position Requirements:

• Must be able to work Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour break, with flexibility to adjust hours when needed to support team or customer needs.
• High school diploma, G.E.D., trade/vocational certificate, or equivalent required.
• Prior customer service experience required, such as call center, retail, reception, administrative support, hospitality, or similar customer-facing work.
• Strong written communication skills with the ability to explain technical or process-based information to non-technical customers.
• Familiarity with mobile devices, apps, web apps, browser navigation, email, and basic digital troubleshooting.
• Comfortable learning and using multiple systems, internal tools, knowledge resources, and approved AI-supported efficiency tools.
• Strong attention to detail, accuracy, follow-through, and ownership.
• Ability to stay calm, professional, and productive during difficult customer interactions.
• Ability to communicate with empathy while maintaining boundaries, policies, and company standards.
• Strong problem-solving skills with the ability to review context, follow logic, identify gaps, and ask thoughtful questions.
• Curious, resourceful, and willing to seek understanding before making assumptions.
• Able to work independently, manage assigned tasks, and complete work without direct supervision.
• Collaborative, adaptable, proactive, and open to feedback and continuous improvement.
• Experience with Microsoft Office programs, including Outlook, Excel, Word, and OneNote, preferred.
• Must be able to lift up to 50 pounds as needed for role-related tasks.
• Must possess a valid driver's license and reliable transportation.

Candidates must be legally authorized to work in the United States and must not now or in the future require visa sponsorship to continue employment.