Customer Experience Coordinator

ScheduleCustomer Experience CoordinatorSummer Hours (Memorial Day – Labor Day): 9:00 AM – 6:00 PMWinter Hours (Labor Day – Memorial Day): 9:00 AM – 5:30 PMIncludes a rotating Saturday shift (approximately once every 6 weeks) after trainingPay Range: $20.00 – $24.00/hour depending on experienceBenefits PackageMedical coverage (multiple plan options)Dental & Vision insuranceLife insuranceHSA options401(k) planPaid holidaysSick timeVacation: Up to 3 weeks accrued based on tenureAbout The RoleAre 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 HereClose-knit team environment – You'll be part of a group that genuinely supports one anotherLocally owned company – Leadership is accessible and involved in day-to-day operationsStability with growth – Opportunities to expand your role as the company continues to growOngoing training – Access to Interplay learning and additional development resourcesTeam-focused culture – Company events, celebrations, and a workplace that values peopleKey ResponsibilitiesYou'll help keep daily operations running smoothly by managing communication, scheduling, and system accuracy.Handle incoming calls and assist customers with service needsSchedule and confirm appointments based on technician availabilityProvide updates to customers regarding arrival times and job statusRespond to inquiries via phone, email, and messaging platformsEnter and manage job details within ServiceTitanCoordinate recurring maintenance visits for residential customersSupport lead follow-up and assist in converting opportunities into booked jobsHelp maintain a full and efficient service scheduleShare job details and customer history with techniciansKeep customer records accurate and up to dateAssist with overall service coordination and workflow trackingProcess payments over the phoneGenerate purchase orders as neededMaintain documentation and internal recordsReview and reconcile answering service logsSupport outbound communication efforts when neededQualificationsRequired:Strong communication and customer service skillsAbility to stay organized while managing multiple tasksComfort working within CRM or scheduling systemsHigh school diploma or equivalentMinimum of 5 years of experience in customer service, coordination, dispatching, or similar rolesPreferredPrevious HVAC or home service industry experienceExperience using ServiceTitan or similar platformsFamiliarity with multiple operating systems (Windows, iOS, Android)Who Succeeds In This RoleSomeone who enjoys both customer interaction and behind-the-scenes coordinationDetail-oriented and consistent with data accuracyAble to manage shifting priorities without losing organizationComfortable working within structured systems and processesTeam-oriented but capable of working independentlyTakes ownership of keeping operations efficient and on trackWhy This Role MattersThis 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 employmentSalary: $20.00 - $24.00 per hour