Customer Experience Coordinator
Air Around the Clock
Job Description
Job Description
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.
- 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.
Vacancy posted 27 days ago
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