About the Role The Customer Experience Coordinator ensures a seamless and positive customer experience by managing communications, addressing concerns, and collaborating with our field and leadership teams to improve overall service quality and retention.
Key Responsibilities
- Manage the complete customer journey from initial interaction through appointment completion and post-service follow-up.
- Resolve service issues with empathy, urgency, and sound judgment, utilizing a $500 authority to decisively make things right.
- Collect and analyze customer feedback, reviews, and complaints to identify pain points.
- Collaborate across dispatch, call center, and field teams to improve customer touchpoints and processes without finger-pointing.
- Support and coach team members on empathy, communication, and effective service recovery.
What You Bring
- Systems Fluency: Confident navigating ServiceTitan and major review platforms (Google, Yelp, Facebook, BBB, Nextdoor).
- Communication: Strong brand-voice writing for private outreach and clear diplomacy when gathering facts across departments.
- Demeanor: Calm in conflict, empathetic under pressure, and highly coachable.
- Execution:
Proactive problem-solver who manages a high-volume queue with relentless follow-through and strict honesty.
Performance Outcomes
- Responsiveness: Respond to 95%+ of customer texts within 5 minutes and address 100% of complaints within the established SLA.
- Follow-Through: Complete 100% of scheduled follow-ups and track all service recovery cases through resolution.
- Reputation Management: Ensure 100% of negative reviews receive appropriate internal follow-up and an attempt at resolution to restore trust.
- Reporting: Escalate critical concerns on time and deliver a weekly customer experience report to leadership highlighting trends, root causes, and recommended corrective actions.
Job Type: Contract Pay: Up to $27,000.00 per month
Application Question(s)
- Please record a Vocaroo and share the link talking about you and your background in Inbound Sales, required to move forward
Experience:
- Customer Support: 5 years (Required)
- US home services: 1 year (Required)