Customer Experience Coordinator

Benefits: A positive and collaborative work environment Voluntary Life Insurance Short and Long Term Disability Medical, Dental and Vision 401K Matching (after 6 months of employment) Company work truck is provided * offered after 60 days of employment Full-Time | Monday–Friday | $18–$25/hour Reports To: Office Manager Location: Generator Supercenter of Chicagoland – Wheeling, IL Powering Peace of Mind Generator Supercenter of Chicagoland provides whole-home backup power solutions designed to protect families and homes when the power goes out. We are growing quickly and looking for a friendly, organized, and highly responsive Customer Experience Coordinator to help provide an exceptional experience for our customers from their first interaction with us through installation and ongoing service. This is an ideal opportunity for someone early in their career who is great with people, organized, comfortable on the phone and computer, and enjoys helping customers. Position Summary The Customer Experience Coordinator serves as a central point of communication between our customers and our sales, installation, and service teams. This position helps manage the customer journey from initial lead → sales appointment → permitting and project preparation → installation → inspection → service and maintenance. The role is heavily focused on customer communication, scheduling, follow-up, and coordination. You will answer customer questions, schedule appointments, proactively provide status updates, maintain accurate customer information, and help make sure every customer understands what happens next. This is not a technical generator position. We will teach you our products, systems, and processes. We are primarily looking for someone who is professional, dependable, organized, positive, and genuinely enjoys helping customers. Key Responsibilities Customer Communication & Support Answer incoming customer phone calls, emails, texts, and general inquiries Provide friendly, professional, and timely responses to customers Help customers understand where they are in the process and what happens next Proactively provide updates regarding appointments, permitting, scheduling, installation, inspections, service, and maintenance Follow up on open customer questions and ensure issues are routed to the appropriate team member Document customer conversations, commitments, and important information in company systems Help resolve routine customer concerns and elevate more complex issues when appropriate Lead & Sales Appointment Support Respond to new customer inquiries and leads Schedule in-home sales consultations Confirm upcoming appointments with customers Reschedule appointments when necessary Maintain accurate customer contact and appointment information Follow up with customers when additional information is needed Help ensure leads receive timely communication and do not fall through the cracks Installation Customer Journey Welcome new customers after their generator purchase and explain the next steps in the installation process Maintain regular communication while customers move through permitting and project preparation Coordinate with permitting, operations, sales, and installation teams to provide accurate customer updates Schedule installation appointments once projects are ready Confirm installation dates, arrival windows, and customer expectations Help coordinate inspection appointments and final project completion Follow up after installation to ensure the customer had a positive experience Service & Maintenance Scheduling Answer service-related calls and help gather initial information from customers Schedule generator service and maintenance appointments Coordinate technician schedules with customer availability Confirm appointments and communicate scheduling changes Help customers understand routine maintenance programs and service options Follow up on outstanding service items Support recurring maintenance scheduling and customer retention efforts Scheduling & Coordination Maintain accurate sales, installation, service, and maintenance schedules Coordinate customer availability with internal teams and field technicians Monitor upcoming appointments and proactively address scheduling conflicts Communicate changes quickly and professionally Ensure customers receive appointment confirmations and appropriate reminders Customer Records & Administration Maintain accurate customer information in our CRM and scheduling systems Enter notes following customer interactions Update project and appointment statuses Upload and organize customer documentation when needed Track outstanding customer requests and follow-up items Assist the Office Manager and operations team with general administrative support What We’re Looking For Genuinely enjoys talking with and helping customers Communicates clearly and professionally Is friendly and confident on the phone Is highly organized and detail-oriented Follows through on commitments Can manage multiple customers and priorities at the same time Is comfortable learning new computer systems Takes ownership instead of waiting to be reminded Remains professional when customers are frustrated or schedules change Enjoys working as part of a small, fast-growing team Qualifications High school diploma or GED required Previous customer service, administrative, receptionist, scheduling, retail, hospitality, or office experience preferred Strong verbal and written communication skills Comfortable communicating by phone, email, and text Basic proficiency with Microsoft Office, email, and web-based software Strong organizational and time-management skills Ability to accurately enter and maintain customer information Ability to learn new systems and processes Generator, electrical, or construction experience is not required. We will provide training. Helpful Experience Experience in any of the following is a plus: Customer service Appointment scheduling Call center or customer support Home services HVAC, plumbing, electrical, roofing, solar, or construction companies Automotive service departments Property management Medical or dental office scheduling CRM or scheduling software Compensation $18–$25 per hour, depending on experience and qualifications. Why Join Generator Supercenter of Chicagoland? This is an opportunity to join a growing local business backed by a nationally recognized brand. You will have the opportunity to learn multiple areas of the business while developing valuable experience in customer service, scheduling, project coordination, operations, and the rapidly growing backup power industry. Most importantly, you will play an important role in making sure our customers feel informed, supported, and taken care of throughout their entire experience with Generator Supercenter. If you are organized, personable, responsive, and enjoy helping people, we would like to meet you. #J-18808-Ljbffr