Customer Experience Coordinator

2 weeks ago

Montgomeryville, United States The Tustin Group Full time
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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