Client Experience Coordinator

Job DescriptionJob DescriptionBenefits: 401(k)401(k) matchingBonus based on performanceCompany partiesFree uniformsOpportunity for advancementPaid time offTraining & development Help us turn first-time customers into lifelong relationships. At Prime Plumbing & Drains, we want people to feel confident referring their friends, family, and clients to us—knowing they will be well taken care of from the first conversation through the completed work and beyond. We’re looking for a Client Experience Coordinator who takes that responsibility personally. Someone who remembers what was promised, follows through, notices when something needs attention, and cares about earning the customer’s trust. How you’ll work with our team You’ll report directly to our Director of Operations and work closely with our Office Coordinator. Together, you’ll share responsibility for incoming calls, service requests, scheduling, our Gmail inbox, and daily customer needs. When you’re not actively handling those requests, your focus will be on strengthening customer relationships and our public presence. The Office Coordinator will focus on internal processes and operational details. You’ll stay connected, support each other, and keep work moving as one team. We want someone who wants to help us continue to build this business. You’ll receive direct coaching and opportunities to contribute in increasing ways as your skills, judgment, and understanding of the business grow. What you’ll own Respond to calls, emails, texts, and online inquiries with warmth, professionalism, and a clear next step. Help potential customers understand our services and confidently guide them toward booking. Schedule appointments, document customer needs, and coordinate with the office and field team to keep customers informed. Take care of referrals with consistent communication and follow-through. Follow up on open inquiries and outstanding estimates to answer questions and help customers move forward. Address customer concerns calmly, involve the appropriate team member when needed, and follow through until the customer has an answer. Check in after service, request honest reviews, and identify opportunities to earn repeat business and referrals. Manage Google review replies and create social media posts that reflect Prime’s work, people, and values. Maintain complete, accurate customer records in ServiceTitan and keep follow-up activity documented. Prepare and maintain accurate reports so leadership can understand customer activity, opportunities, and results. Follow up on outstanding balances respectfully, document conversations and payment commitments, and coordinate unresolved accounts with leadership. Bring ideas, identify gaps, and help improve the way we serve customers and work together. What we’re looking for Coachability: You receive feedback openly, apply it, and take responsibility for improving. Initiative: You notice what needs attention and take the next appropriate step without waiting for repeated reminders. Follow-through: You keep commitments, track unfinished work, and close the loop. Sound judgment: You know when to act independently and when to ask for help. Adaptability: You can adjust priorities as calls come in and the needs of the business change. Strong communication: You listen carefully, speak clearly, and write accurate, thoughtful emails, review replies, and social posts. Attention to detail: You understand that accurate records and reporting are part of taking care of customers. Confidence in difficult conversations: You can discuss an overdue balance, address a concern, or ask for the booking with professionalism and respect. A team mindset: You share information, support your coworkers, and care about the success of the whole business. Relevant experience may include customer service, scheduling, hospitality, restaurant, retail, account support, collections, or office coordination. Tell us how your experience has prepared you to take ownership of customer relationships. What you can expect from us Direct coaching and regular feedback from our Director of Operations. A close working relationship with leadership and the office team. Opportunities to learn the business and earn increasing responsibility. A company that values integrity, quality workmanship, coachability, and relationships over transactions. Position details Location: 15196 Cumberland Road Schedule: Monday through Friday - variable Compensation: $18 Benefits and paid time off: Health Reimbursement, Health Savings Account match, Retirement Account match, and more About Prime Plumbing & Drains Prime Plumbing & Drains is a local 5 star-rated plumbing company based in Noblesville, Indiana. Our reputation depends on honest communication, quality work, and the relationships we build with the people we serve. Trusted. Local. Experts. Where a Good Flush Beats a Full House!