Description:

Customer Experience Coordinator

Classification: Non-Exempt
Reports To: Customer Experience Center Manager

Position Overview

The Customer Experience Coordinator is responsible for providing customers with a seamless and positive experience from their initial contact through post-purchase support. This position serves as a primary point of contact for customers and works closely with sales, operations, technical support, installation, and other internal teams to ensure customer needs are addressed efficiently and professionally.

The ideal candidate is organized, customer-focused, and an excellent communicator who can manage multiple priorities while maintaining a positive and solutions-oriented approach.

Key Responsibilities

Customer Support

• Serve as a primary point of contact for customer questions, product information, and concerns.
• Manage customer communications by phone, email, live chat, social media, and other available channels.
• Provide timely, professional, and helpful responses throughout each customer interaction.
• Follow up after customer inquiries and service interactions to ensure concerns are fully resolved.
• Address customer complaints with patience and empathy while working toward a timely resolution.

Order and Service Coordination

• Assist customers with order processing, tracking, product delivery, installation, and service scheduling.
• Coordinate with operations and field teams to ensure appointments are scheduled efficiently.
• Communicate order updates, scheduling changes, and delays to customers promptly.
• Offer alternative solutions when delays or service challenges arise.

Customer Education

• Educate customers on the proper operation and maintenance of their home generators.
• Provide basic troubleshooting support and escalate complex technical issues to the appropriate department.
• Help develop and distribute customer resources, including FAQs, how-to guides, and maintenance tips.

Customer Feedback and Reporting

• Gather customer feedback through surveys, reviews, and direct communication.
• Maintain accurate records of customer interactions, concerns, resolutions, preferences, and special requests.
• Monitor customer satisfaction trends and identify recurring concerns or opportunities for improvement.
• Provide reports to leadership regarding customer service performance, satisfaction, and common challenges.

Team Collaboration

• Partner with sales, technical support, installation, operations, and marketing teams to create smooth customer handoffs.
• Help ensure customer-facing teams remain aligned on customer expectations, product information, and company policies.
• Clearly communicate promotional offers, product features, and service updates to customers.
• Identify and recommend process improvements that enhance the customer experience and operational efficiency.
• Maintain current knowledge of company products, services, and industry trends.

Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. After completing the first 30 days of employment, employees may be eligible to work from home on Wednesdays, based on satisfactory performance and business needs.

Requirements:

Qualifications

• At least two years of customer service or customer experience experience preferred.
• Experience in a technical, home services, or home appliance industry is a plus.
• Strong verbal and written communication skills.
• Excellent organizational and time-management abilities.
• Ability to manage multiple responsibilities and prioritize tasks effectively.
• Strong interpersonal, problem-solving, and conflict-resolution skills.
• Ability to handle challenging or high-pressure situations calmly and professionally.
• Proficiency with customer relationship management systems and Microsoft Office.
• Ability to work independently and collaboratively as part of a team.

Key Attributes

• Customer-focused and committed to exceeding expectations.
• Empathetic, patient, and professional.
• Detail-oriented and highly organized.
• Proactive and solutions-oriented.
• Flexible and adaptable to changing customer and business needs.
• Positive attitude and a desire to continuously improve the customer experience.

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Ability to sit or stand for extended periods.
• Manual dexterity necessary to operate a computer and other office equipment.
• Ability to lift up to 15 pounds.
• Vision and hearing abilities necessary to perform the essential duties of the position.

Equal Employment Opportunity

The company is an equal opportunity employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

This job posting describes the general nature and level of work associated with the position. It is not intended to include every responsibility or duty that may be assigned. Responsibilities may change based on business needs. This posting does not create an employment contract and does not alter the at-will employment relationship.