Customer Experience Coordinator

Benefits: Business casual attire atmosphere Excellent training and support Professional small office with a friendly touch Work during traditional business hours Earn competitive pay 401(k) Dental insurance Health insurance Paid time off Vision insurance Customer Experience Coordinator Job Summary We are seeking an organized and customer-focused Customer Experience Coordinator to serve as the first point of contact for customers and referral partners. This role handles new loss calls, gathers accurate information, creates jobs in company systems, and ensures each opportunity is quickly handed off to the appropriate team member. The ideal candidate is empathetic, detail-oriented, comfortable handling urgent situations, and able to manage multiple priorities in a fast-paced environment. Responsibilities: Answer calls, texts, emails, web inquiries, and voicemails promptly and professionally. Gather and confirm all required customer, property, insurance, referral, and loss information. Create accurate customer and job records in Restore and other company systems. Identify emergency situations and immediately notify the appropriate team member. Assign new opportunities and confirm that responsibility for the next step has been accepted. Track open intake items until each has a clear owner and next action. Route existing-job questions and customer concerns to the correct team member. Document communications and job updates accurately. Set clear expectations without making unapproved promises about coverage, pricing, arrival times, or outcomes. Provide general branch administrative support, including deliveries, payments, employee events, and office organization. Qualifications: Strong telephone, written, and interpersonal communication skills. Professional, empathetic, and calm under pressure. Highly organized with strong attention to detail and follow-through. Able to multitask and prioritize urgent responsibilities. Preferred Qualifications: Comfortable using Outlook, Excel, Word, CRM platforms, and scheduling software. One or more years of customer service, call intake, dispatch, or administrative experience preferred. Restoration, insurance, construction, or home-services experience is a plus. What Success Looks Like Success in this position means every customer receives a prompt, professional, and compassionate response; every new loss is documented accurately; and every opportunity reaches the correct team member without unnecessary delay or communication breakdown.