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