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 #J-18808-Ljbffr Mason Pro Services