Customer Experience Coordinator/CSR

Job Description

Job Description

Northstar Summit

Idaho Falls, ID

Full-time, in office

About Northstar Summit

Northstar Summit is a locally owned group of service businesses serving Eastern Idaho and the surrounding region. Our companies work across home services, specialty trades, and property-related services. We value responsive customer care, practical problem-solving, and strong coordination between office and field teams.

About the role

We’re looking for a positive, energetic, and highly organized person who is confident on the phone and takes ownership of follow-through. This role combines customer service and sales with scheduling support, office coordination, and managing active work in company software.

You’ll handle incoming calls, make warm follow-up and cold outreach calls, help customers find the right solutions, and keep information and next steps organized.

What you’ll do

• Answer incoming calls promptly and provide friendly, professional help.
• Make warm follow-up calls and cold outreach calls to customers and prospective customers.
• Ask questions to identify customer needs, explain relevant services, and offer appropriate solutions or upgrades.
• Follow up on inquiries, estimates, open questions, and sales opportunities.
• Troubleshoot customer concerns, resolve issues within your role, and coordinate help when needed.
• Assist with scheduling and communicate changes to customers and team members.
• Manage customer and project information in company software, including notes, documents, tasks, status updates, and next steps.
• Track active work, follow up on outstanding items, and flag delays or missing information.
• Keep office records and daily processes accurate and organized.
• Coordinate communication between customers, office staff, managers, and field teams.

What we’re looking for

• Comfort and confidence on the phone , including incoming calls, warm follow-up, and cold outreach.
• A positive, energetic approach to customer conversations.
• Confidence recommending services, identifying opportunities to upsell, and asking for the sale.
• Strong troubleshooting and problem-solving skills.
• Excellent organization, accuracy, and follow-through.
• Ability to manage competing priorities without losing track of customer commitments.
• Experience using software to manage customers, jobs, projects, or workflows.
• Clear written communication and sound judgment about when to resolve an issue or involve someone else.
• Dependability and a willingness to take ownership of the work.

Experience in customer service, sales, scheduling, office coordination, dispatch, project coordination, or a service business is preferred.

What success looks like

Customers receive prompt responses and useful solutions. Calls and sales opportunities get timely follow-up. Schedules and project records stay accurate. Problems are addressed early, and active work has a clear next step.

What we offer

• Competitive pay based on experience
• Paid time off and paid holidays
• Opportunities for professional growth and advancement
• Cross-training and exposure to multiple businesses and industries
• A supportive workplace with local ownership

Our core values

Service Minded
We put customers first, anticipate needs, and strive to exceed expectations in every interaction.

Confident Humility
We take initiative while remaining willing to listen, learn, and improve.

Unstoppable Grit
We work hard, persevere through challenges, and find solutions while maintaining a commitment to quality.

Excellence Together
We support one another and hold ourselves accountable to high standards.