About the role
Picture your day starting with a glance at the call queue, a calendar full of service appointments, and a steady flow of messages from the field. As our Client Experience Operations Coordinator, you are the calm center of a fast-moving operation—answering questions, booking schedules, coordinating with technicians, and ensuring every customer feels heard and helped.
A day in the life
You greet the first caller, quickly confirm details, and secure the next available appointment. An email comes in about a permit status—later, you’ll place a follow-up call to confirm the inspection timeline and reschedule service if needed. Throughout the day, you process credit card payments and refunds, offer service plans where appropriate, and keep communications flowing via phone, email, and text so the right people and resources are in the right place at the right time.
Between calls, you log accurate data, track customer feedback, and flag trends. When survey results arrive, you share insights and help shape practical improvements. If a concern arises, you resolve it fairly and in line with consumer protection standards—protecting both our customers and our company. You wrap the day having supported sales promotions, installations, and everyday customer requests—all while following company policies and our safety-first mindset. And of course, you jump in on other tasks as assigned to keep the operation on track.
What you’ll handle
- Front-line customer support: answer inbound calls, schedule appointments, and respond to all inquiries with clarity and care.
- Proactive outreach: make select outbound calls to follow up on permits/inspections and to coordinate rescheduling when needed.
- Transaction support: process credit card payments and refunds; present service plan options when appropriate.
- Operational routing: use email, text, and other tools to route field teams and resources efficiently through the day.
- Issue resolution: maintain strong relationships and resolve claims/complaints effectively and in accordance with consumer laws.
- Customer education: communicate promotions, installation steps, and service details; support sales-related inquiries.
- Continuous improvement: recommend and sometimes draft action plans based on customer survey insights.
- Compliance and safety: follow company procedures and uphold a strong safety culture.
- Other duties as assigned.
Responsibilities may vary by location.
Minimum qualifications
- High school diploma or GED.
- 2–4 years in an office environment, including at least 20% of daily work assisting customers by phone.
- General computer proficiency, plus 1+ year using Microsoft Excel, Word, and Outlook.
- Effective English communication skills—written and verbal.
- Valid driver’s license.
- Ability to work overtime on short notice; occasional weekend availability.
Preferred
- Completed college coursework.
Skills and strengths
- Service-oriented mindset with strong interpersonal skills.
- Works well independently and collaboratively.
- Clear written and spoken communication.
- Comfortable in a fast-paced setting; highly organized and detail-focused; able to manage multiple priorities.
- Curious, coachable, and team-oriented with a positive approach.
- Ability to build strong relationships with both internal partners and customers.
- Collaborates effectively across all levels of the organization.
- Committed to safe work practices and a safety culture.
- Relevant experience may substitute for education.
Work environment
- Onsite, open-office setting.
- Fast-paced operational tempo.
Physical demands
- Frequently lift/move up to 20 lbs.
- Regular bending, kneeling, or crouching.
- Extended periods of standing, walking, or sitting.
- Able to hear and distinguish speech and other sounds to operate phones and office equipment safely.
- With natural or corrected vision, able to focus at close and long range, maintain peripheral vision, and normal depth perception.
- Able to communicate verbally to convey information to others.
- Capable of entering data via standard keyboard and/or 10-key keypad.
- Use of arms and hands to reach overhead; signal; grasp, hold, lift; turn; push and pull objects and tools.