Customer Experience Coordinator
3 months ago
Job Summary:
The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external customers. 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.
- 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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