Customer Experience Coordinator

Customer Experience Coordinator

Schedule:

• Summer Hours (Memorial Day – Labor Day): 9:00 AM – 6:00 PM
• Winter Hours (Labor Day – Memorial Day): 9:00 AM – 5:30 PM
• Includes a rotating Saturday shift (approximately once every 6 weeks) after training

Pay Range: $20.00 – $24.00/hour depending on experience

Benefits Package

• Medical coverage (multiple plan options)
• Dental & Vision insurance
• Life insurance
• HSA options
• 401(k) plan
• Paid holidays
• Sick time
• Vacation: Up to 3 weeks accrued based on tenure

About the Role

Are you someone who enjoys being the go-to person that keeps both customers and internal teams aligned?

Do you naturally stay organized, catch the small details others miss, and enjoy keeping operations on track?

We're hiring a Customer Experience Coordinator to serve as a key point of connection between our customers, field technicians, and internal staff. This role blends customer communication with operational coordination to ensure a smooth and consistent service experience from start to finish.

You’ll play a direct role in how customers experience our company-while also making sure schedules, systems, and communication stay accurate behind the scenes.

What You’ll Enjoy Here

• Close-knit team environment – You'll be part of a group that genuinely supports one another
• Locally owned company – Leadership is accessible and involved in day-to-day operations
• Stability with growth – Opportunities to expand your role as the company continues to grow
• Ongoing training – Access to Interplay learning and additional development resources
• Team-focused culture – Company events, celebrations, and a workplace that values people

Key Responsibilities

You’ll help keep daily operations running smoothly by managing communication, scheduling, and system accuracy.

• Handle incoming calls and assist customers with service needs
• Schedule and confirm appointments based on technician availability
• Provide updates to customers regarding arrival times and job status
• Respond to inquiries via phone, email, and messaging platforms
• Enter and manage job details within ServiceTitan
• Coordinate recurring maintenance visits for residential customers
• Support lead follow-up and assist in converting opportunities into booked jobs
• Help maintain a full and efficient service schedule
• Share job details and customer history with technicians
• Keep customer records accurate and up to date
• Assist with overall service coordination and workflow tracking
• Process payments over the phone
• Generate purchase orders as needed
• Maintain documentation and internal records
• Review and reconcile answering service logs
• Support outbound communication efforts when needed

Qualifications

Required:

• Strong communication and customer service skills
• Ability to stay organized while managing multiple tasks
• Comfort working within CRM or scheduling systems
• High school diploma or equivalent
• Minimum of 5 years of experience in customer service, coordination, dispatching, or similar roles

Preferred:

• Previous HVAC or home service industry experience
• Experience using ServiceTitan or similar platforms
• Familiarity with multiple operating systems (Windows, iOS, Android)

Who Succeeds in This Role

• Someone who enjoys both customer interaction and behind-the-scenes coordination
• Detail-oriented and consistent with data accuracy
• Able to manage shifting priorities without losing organization
• Comfortable working within structured systems and processes
• Team-oriented but capable of working independently
• Takes ownership of keeping operations efficient and on track

Why This Role Matters

This position is essential to delivering a seamless customer experience while keeping the service department running efficiently.

If you’re someone who likes being the person that keeps everything connected, organized, and moving forward-we want to hear from you.

Candidates will be required to pass a background check and drug test upon being given a conditional offer of employment