Customer Experience Coordinator
The Coordinator is responsible for overseeing the entire customer journey from beginning to end, working closely with the and field service personnel to ensure that every aspect of our business is being built around the customer experience. The Coordinator is responsible for creating a successful relationship with our target customers and know how to effectively communicate with them. The pace can be demanding with frequent requirements to coordinate scheduling changes both during and outside of normal business hours.
KEY RESULT OBJECTIVES
- Responding to customer requests for service, scheduling and dispatching appropriate personnel to respond to customer needs
- Manage the daily schedule and logistics for field technicians to achieve optimal workflow effectiveness and job profit level
- Developing and implementing customer experience strategies and initiatives
- Analyzing customer feedback and data to identify improvement opportunities
- Develop and implement customer service policies and procedures
- Monitoring all channels of customer communication, including phone, email, social media, etc
- Monitor and analyze customer service metrics to identify areas for improvement
- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company and meets compliance with acceptable standards of customer service
- Collaborate with other departments to ensure a seamless customer experience
- Handle escalated customer complaints and provide effective resolutions
- Support field service and customer needs occasionally by responding to service requests outside of normal working hours
- Conduct regular training sessions to enhance the skills of field service personnel
- Stay updated on industry trends and best practices in the automatic door industry
- Measure, track and ensure service account loyalty, optimizing customer experience
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Interact frequently with the executive team level proactively, advocating for solutions and managing the customer onboarding experience
- Support the PM team as needed for account onboarding and tours ensuring successful execution
- Conduct studies and research to discover new techniques necessary for improving customer experience
KEY SKILL REQUIREMENTS
Outstanding phone personality: Our current team exceeds normal business courtesies with how they interact with our customers. We are looking for a match that will deliver accordingly.
Education and training: Three years in a fast-paced inbound call position and equivalent experience in dispatching/scheduling for a service team.
Active learning: Understanding the implications of new information for both current and future problem-solving and decision-making. Invested in reading, researching and also attending seminars, workshops, and conferences to improve existing job knowledge.
Strategic thinking and foresight: As the person in-charge of the overall customer experience, Coordinator should be able to foresee market changes, customer expectations and be able to strategize to guide the company to live up to those expectations.
Interpersonal, networking and influencing skills: Must be someone who can nurture great relationships internally with his own team and leaders of other teams, but also understand the pulse of customers and external stakeholders such as vendors and channel partners, interpersonal and networking skills are indispensable.
Proven team leadership skills: Ability to effectively monitor and supervise a team, taking necessary steps for enforcing standards while providing solutions for ongoing quality improvements.
Excellent communication, interpersonal, and customer service skills: Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with best practices for successful customer loyalty and relationships.
Data-driven mindset and an aptitude for technology: Data and technology make for the foundation of today’s customer experience efforts and this marketing technology landscape itself is still evolving. This means, the Coordinator cannot do without being adept on all the tools and technologies that help businesses deliver, manage, measure, and improve customer experience. Proficient in using Microsoft Office and CRM and/or scheduling software. Experience with Salesforce strongly desired.
In addition to this, the Coordinator should obviously display strong ability to quickly problem solve and superior skills to deliver a positive team and customer experience. As a Coordinator, they should be able to develop, train and reinforce high-performing customer experience processes that efficiently align with the customer experience strategy.
This is an exciting opportunity for a dynamic individual who is passionate about delivering exceptional customer service. As the Coordinator of Customer Experience, you will play a crucial role in ensuring customer satisfaction and loyalty. Join our team and make a positive impact on our customers' experience!
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is often required to stand; walk; sit; and reach overhead for periods of times with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Job Type: Full-time
Pay: $26.00 - $34.00 per hour
Expected hours: 40 – 45 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Application Question(s):
- Do you have experience working in a fast-paced work environment? If so, for how many years?
- Do you enjoy working in a fast-paced, well organized work environment?
- Are you highly organized?
- Are you recognized as someone who has a great phone personality?
Experience:
- fast-paced service scheduling: 3 years (Preferred)
Work Location: In person
