Customer Experience Coordinator

Description:

We are looking for a highly organized, empathetic, and solution-driven Customer Experience Coordinator to own escalated customer concerns and help deliver an exceptional experience from start to finish.

This is not a traditional call center role. You will be trusted to listen, de-escalate, identify the real problem, coordinate a solution, and follow through until the customer's concern is resolved.

What You'll Do

• Handle and de-escalate customer complaints and escalated calls with professionalism and empathy.
• Identify the root cause of customer concerns and determine the appropriate resolution.
• Own customer issues from initial contact through final resolution.
• Coordinate service callbacks and corrective actions with appropriate departments.
• Follow up after resolutions through "Happy Calls" to ensure customer satisfaction.
• Maintain accurate notes and resolutions in the CRM.
• Analyze customer feedback, identify recurring trends, and share insights with management.
• Provide credits, discounts, refunds, or other approved solutions when appropriate and within company guidelines.
• Assist with inbound calls and light outbound customer scheduling during lower-volume periods.

What Success Looks Like

• Dissatisfied customers are contacted within 24 hours.
• Issues are resolved efficiently, with a goal of minimizing repeat customer contacts.
• Customers receive timely and consistent follow-up after resolution.
• Customer satisfaction and 5-star reviews continue to improve.
• Customer feedback is turned into actionable information that helps improve operations.

You'll thrive in this role if you don't just handle complaints—you enjoy solving problems, creating solutions, and turning a frustrated customer into a loyal one.

Requirements:

What We're Looking For

• Previous customer service/customer experience; home services, HVAC, plumbing, call center, or hospitality experience is a plus.
• Excellent verbal communication and active-listening skills.
• Strong empathy and emotional intelligence when handling difficult conversations.
• Excellent organizational and multitasking skills.
• Problem-solver mentality with sound judgment and attention to detail.
• Ability to work independently, make decisions, and take ownership.
• Calm, professional, and solution-focused under pressure.
• CRM or customer service software experience preferred.