Customer Experience Coordinator

8 hours ago

Charlotte, North Carolina, United States WyattWorks Plumbing Full time $40,000 - $70,000 per year
About WyattWorks:

At WyattWorks, we're more than a plumbing company, we're a family-owned service business built on honesty, craftsmanship, and exceptional communication. We take pride in delivering a customer experience that feels personal, proactive, and reliable from start to finish.As we evolve and integrate advanced technology and AI into our operations, we're looking for someone who thrives on organization, communication, and using modern tools to enhance both team and customer experiences.

Position Overview:

The Customer Experience Coordinator (CEC) ensures that every customer interaction is smooth, thoughtful, and efficient, from the moment a call comes in to the final follow-up after service.You'll balance dispatching, communication, and administrative precision while leveraging AI tools to simplify workflows, enhance coordination, and create a next-level customer experience. This isn't just a traditional dispatch role, it's a bridge between people and technology, designed for someone who wants to lead in a more connected, intelligent way of doing business.

Key Responsibilities:

  • Coordinate daily job schedules to ensure technicians are routed efficiently and customers receive timely updates.

  • Communicate clearly and compassionately with customers throughout their service journey, confirming appointments, updating arrival times, and ensuring satisfaction after completion.

  • Support technicians by providing accurate information, anticipating needs, and maintaining open communication throughout each job.

  • Use AI and automation tools to streamline workflows, organize information, and improve follow-up and retention.

  • Maintain clean, accurate data across all systems to ensure smooth operations and great customer outcomes.

  • Follow through on jobs to ensure no detail or opportunity is missed.

  • Collaborate with leadership to continually improve the customer experience and team efficiency.

What You Bring:

  • Tech-Savvy: Comfortable learning and applying AI-driven tools and modern dispatch systems.

  • Customer-Focused: Naturally empathetic, proactive, and professional in every interaction.

  • Detail-Oriented: You thrive on accuracy and organization.

  • Strong Communicator: Excellent written and verbal communication skills.

  • Adaptable: You stay calm and focused in a fast-paced environment.

  • Team-Oriented: You understand the value of working closely with both office and field teams to deliver outstanding service.

Bonus Points If You Have:

  • Experience in dispatching, customer coordination, or home services (plumbing, HVAC, or similar industries).

  • Familiarity with service management platforms or workflow software.

  • Experience using AI or automation tools to manage communication or scheduling.

Why WyattWorks:

  • Family-owned, people-first culture with a focus on growth and excellence.

  • Opportunity to shape how AI and technology are used to elevate customer service in the trades.

  • Supportive, purpose-driven team that values initiative and innovation.

  • Competitive pay, benefits, and long-term growth opportunities.

Schedule:

Full-time, in-office position based in Charlotte, NC.Monday–Friday with occasional flexibility on weekends.

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