Customer Experience Coordinator

5 days ago

Canoga Park, California, United States CastleWorks Water Heaters Full time
Customer Experience Specialist Job Description

We are seeking a highly skilled and dedicated Customer Experience Specialist to join our team at CastleWorks Water Heaters. As a key member of our team, you will play a critical role in enhancing our customer experiences and ensuring that our customers receive exceptional service.

Key Responsibilities:
  • Process all purchase orders for the install department
  • Inventory and stock warehouse for service and install
  • Maintain an inventory of uniforms and tracking process
  • De-brief installers after each job to update Service Titan
  • Stage and prepare jobs for the next day to ensure they are ready to be loaded
  • Update and maintain the schedule board with all sold jobs and communicate scheduling issues with other departments
  • Check paperwork and timecards from previous day's job and schedule any punch lists or uncompleted items
  • Check with department managers for any job site deliveries
  • Return overage stock to vendors and write POs for pick up
  • Oversee and participate in quarterly inventory counts
  • Complete paperwork for job costing, orders received, and send to accounting department
  • Maintain warehousing of company-supplied tools and generate check-out lists for reconciliation
  • Schedule layouts and update layout and design schedules, coordinate with foremen/installation managers
  • Ensure that at least one installer and service tools and van are inspected each week
  • Make sure that all jobs have permits and inspections are called in timely
  • Create all job packets
  • Purchase equipment and schedule subcontractors
  • Know whereabouts and progress of crew daily
  • Return customer calls in a timely manner and resolve open issues efficiently
  • Process extended warranties and customer rebates
  • Process all sales-related packet information daily
  • Process all finance documents and schedule with customers for signage
  • Provide assistance in completing job packets
  • Call or send thank-you cards to customers
  • Resolve customer differences
  • Design and mail customer thank-you gifts
  • Coordinate with vendors as needed regarding returns, warranty, delivery, etc.
  • Coordinate van service and repairs with the fleet supervisor
Requirements:
  • Two years related experience and/or training in customer service and/or project management or equivalent combination of education and experience
  • Ability to multi-task
  • Geographical knowledge of sales area or map reading skills a plus
  • Excellent verbal skills
  • Professional phone skills
  • Strong interpersonal skills
  • Working knowledge of GPS and mapping software
  • Energetic personality
  • Well-organized and ability to work independently

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Salary Description: $30.00-$36.00

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