Job Description

The Customer Experience Coordinator will oversee the day-to-day operations of the customer experience team, ensuring that all customer interactions are handled efficiently and professionally. This role involves managing team performance, addressing escalated concerns, and fostering a collaborative environment to enhance productivity and customer satisfaction.

Responsibilities:

• Report team results and provide regular updates to management.
• Escalate concerns or opportunities for improvement to management.
• Guide the direction of the team to increase productivity and ensure customer satisfaction.
• Interface with other teams to resolve challenges, promote greater cooperation, and collaborate on cross-functional solutions.
• Coach and mentor individual team members, including both leads and staff.
• Conduct weekly one-on-ones with team members to provide feedback and support.
• Oversee day-to-day task allocation and address personnel issues as needed.
• Ensure timely and professional responses to customer inquiries and needs via phone, email, chat, and in person.
• Resolve customer issues and complaints in a friendly and efficient manner.
• Provide information, troubleshooting, and technical support to customers.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with service and support teams to ensure customer satisfaction.
• Participate in training sessions to improve product knowledge and customer service skills.
• Communicate with customers to gather feedback on products, services, and needs.
• Document and update customer records.
• Route and assign service calls to ensure desired service response times are met.
• Provide regular updates to management on customer feedback, concerns, and issues.
• Collaborate with other departments to ensure that customer needs are being met.
• Participate in team meetings and provide input on ways to improve the customer experience.
• Support internal customers through light housekeeping, including opening and closing procedures and restocking supplies.

Qualifications:

• High school diploma or equivalent required; college degree preferred.
• Proven experience in a customer service or supervisory role.
• Strong leadership and team management skills.
• Excellent communication ( both written and verbal) and interpersonal skills.
• Ability to handle escalated customer concerns and provide effective solutions.
• Strong organizational skills and attention to detail.
• Ability to work onsite, and collaboratively with cross-functional teams.
• Proficiency in using customer service software and databases.
• Commitment to delivering exceptional customer experiences.
• Ability to push, pull and lift up to 25 lbs occasionally.
• Ability to type and operate office technology.

Benefits:

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities
• Collaborative and supportive work environment

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