Customer Experience Coordinator

Description We are looking for a highly organized, empathetic, and solution-driven Customer Experience Coordinator to own escalated customer concerns and help deliver an exceptional experience from start to finish. This is not a traditional call center role. You will be trusted to listen, de-escalate, identify the real problem, coordinate a solution, and follow through until the customer's concern is resolved. What You'll Do Handle and de-escalate customer complaints and escalated calls with professionalism and empathy. Identify the root cause of customer concerns and determine the appropriate resolution. Own customer issues from initial contact through final resolution. Coordinate service callbacks and corrective actions with appropriate departments. Follow up after resolutions through \"Happy Calls\" to ensure customer satisfaction. Maintain accurate notes and resolutions in the CRM. Analyze customer feedback, identify recurring trends, and share insights with management. Provide credits, discounts, refunds, or other approved solutions when appropriate and within company guidelines. Assist with inbound calls and light outbound customer scheduling during lower-volume periods. What Success Looks Like Dissatisfied customers are contacted within 24 hours . Issues are resolved efficiently, with a goal of minimizing repeat customer contacts. Customers receive timely and consistent follow-up after resolution. Customer satisfaction and 5-star reviews continue to improve. Customer feedback is turned into actionable information that helps improve operations. You’ll thrive in this role if you don't just handle complaints—you enjoy solving problems, creating solutions, and turning a frustrated customer into a loyal one. Requirements What We're Looking For Previous customer service/customer experience; home services, HVAC, plumbing, call center, or hospitality experience is a plus. Excellent verbal communication and active-listening skills. Strong empathy and emotional intelligence when handling difficult conversations. Excellent organizational and multitasking skills. Problem-solver mentality with sound judgment and attention to detail. Ability to work independently, make decisions, and take ownership. Calm, professional, and solution-focused under pressure. CRM or customer service software experience preferred. #J-18808-Ljbffr