Job Description

Job Summary:  

The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external stakeholders. Responsibilities encompass coordinating field service technicians' schedules, managing customer inquiries, and handling daily administrative tasks to uphold a superior level of customer experience. 

Job Responsibilities:  

• Deliver outstanding customer experiences, exceeding expectations, and maintaining proactive communication with both internal and external customers. 
• Cultivate and nurture strong relationships with customers through effective and timely communication channels. 
• Collaborate closely with the Customer Experience Team and Service Manager to coordinate service efforts and efficiently address any arising issues. 
• Ensure prompt and knowledgeable responses to service calls and emails, always demonstrating a customer-centric approach. 
• Effectively dispatch service personnel based on their skills, the nature of the request, and their location, utilizing GPS technology for optimal efficiency. 
• Conduct daily audits of service reports, adhering to established procedures to ensure accuracy and completeness. 
• Act as a dedicated customer advocate, capturing feedback and reporting it to the CARE and Leadership Team for continuous improvement. 
• Build and maintain relationships within the broader Tustin Group network to facilitate collaboration and support. 
• Contribute valuable insights to weekly manpower meetings regarding work progress, customer relations, and other operational matters. 
• Execute all duties outlined in the service coordinator training program with diligence and attention to detail. 
• Provide support for special projects as assigned by managers or supervisors, adapting flexibly to evolving responsibilities. 

Experience/Education:  

• High school diploma or equivalent; two plus years of coordinator experience or a similar role, or an equivalent combination of education and experience. 
• Proficient in spoken and written English, with the ability to effectively communicate and present information to various stakeholders. 
• Comfortable with basic mathematical concepts and their practical application in day-to-day tasks. 
• Strong problem-solving skills and the ability to interpret instructions accurately. 
• Proficient in using inventory and scheduling software, internet applications, spreadsheet software (Excel), and word processing software. 

Physical Demands/Working Conditions:  

• Sitting for prolonged periods at a desk while using a computer. 
• Typing and using a mouse frequently throughout the workday. 
• Occasionally standing and walking within the office to retrieve files or documents. 
• Lifting and carrying light office supplies, such as paper or small packages, typically weighing up to 10 pounds. 
• Reaching and bending to access file cabinets and shelves. 
• Using a telephone for extended periods to communicate with customers. 
• Visual acuity to read and interpret documents, emails, and computer screens. 
• Hearing ability to understand and respond to customer inquiries and communicate with colleagues. 

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