Customer Experience Coordinator

Cintas Corporation; Burbank (CA); On-site; USD 6,337,000 - 7,990,000; Full time

Benefits offered by this job

Competitive Pay

401(k) with company match/ESOP

Disability, Life & AD&D Insurance

Paid Time Off & Holidays

Skills development & career growth

Job summary

Cintas Corporation in Burbank, CA is seeking a Customer Experience Coordinator who provides outstanding service to internal partners and customers through phone calls, scheduling service, and preparing reports and invoices.

You will liaise on fire systems knowledge, dispatch technicians, assist with permits, and gather information from managers to resolve issues, while delivering clear, professional communication.

Qualifications

• High School Diploma or GED required.
• Phone-based customer service experience required.
• Microsoft Office proficiency preferred.
• 2+ years Fire Suppression Systems experience preferred.
• Experience reading, understanding and creating quotes preferred.

Responsibilities

• Serve as liaison regarding fire systems to support customers with accurate information.
• Schedule service for customers and dispatch technicians based on workload and priority.
• Assist in account reconciliation and prepare reports and invoices.
• Secure permits and assist in miscellaneous projects as needed.
• Gather information from Service Managers and technicians to resolve issues and de-escalate situations.
• Produce accurate reports by collecting data from standard sources and formatting them for stakeholders.
• Communicate with customers, vendors, and internal partners using clear information.
• Support project managers with tasks related to fire suppression issues.

Skills

Phone etiquette

Customer service

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

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The Customer Experience Coordinator provides outstanding customer service to both our internal partners and our customers through various activities using their knowledge of Alarm Systems, Portable Fire Extinguishers, Suppression Systems or Sprinkler Systems. Duties include answering customer calls, assisting with customer needs, scheduling service for customers, assisting in account reconciliation, preparing reports and invoices, securing permits, and ordering for occasional miscellaneous projects.

Key Responsibilities Include:

• Serve as a liaison regarding fire systems (alarm, portable extinguisher, suppression, or sprinkler) in order to support customers with relevant and accurate information.
• Carry out procedural tasks to support interdepartmental relationships and provide problem solving solutions to internal teams. Manage workload of assigned field technicians based on available work, the knowledge and skill set of technicians, and route optimization.
• Accurately assist all partners with concerns related to fire suppression systems, fire marshal issues, and more. Expected to be the main point of contact within the scheduling department for issues of this nature.
• Responsible for clearly and concisely gathering information from Service Managers and technicians to better understand or de-escalate situations. Responsible for successfully resolving problems with customers or fire marshals using technical knowledge and professional communication.
• Produce accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.
• Use the external communications system to access required information for specified purposes.
• Provide operational support by utilizing fire suppression system knowledge to customers, vendors, and internal partners. Schedule and dispatch technicians to customer sites according to customers scheduled inspection frequency, customer requests, and emergency service calls.
• Support project managers by performing simple tasks and following established procedures related to resolution of fire suppression issues.

Skills/Qualifications

Required:

• High School Diploma/GED
• Excellent phone demeanor and experience with customer service; experience must include answering phones and transferring calls

Preferred:

• Proficiency with the Microsoft Office Suite
• Minimum 2 years of Fire Suppression Systems experience
• Experience with reading, understanding, and creating quotes.

Benefits
Cintas offers comprehensive and competitive medical, dental and vision benefits, with premiums below the national average. We offer flexibility with four different medical plan options; one plan is offered at zero cost.

Additionally, our employee-partners enjoy:

• Competitive Pay
• 401(k) with Company Match/Profit Sharing/Employee Stock Ownership Plan (ESOP)
• Disability, Life and AD&D Insurance, 100% Company Paid
• Paid Time Off and Holidays
• Skills Development, Training and Career Advancement Opportunities

Compensation
A reasonable estimate of base salary for this role ranges between $22.14 - $27.89/Hour. The range takes into account factors that are considered in making compensation decisions including, but not limited to, skill sets, experience and training, and other business and organization needs. Please note, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decision are dependent on the facts and circumstances of each decision.

Company Information
Cintas Corporation helps more than one million businesses of all types and sizes get Ready to open their doors with confidence every day by providing products and services that help keep their customers’ facilities and employees clean, safe, and looking their best. With offerings including uniforms, mats, mops, towels, restroom supplies, workplace water services, first aid and safety products, eye-wash stations, safety training, fire extinguishers, sprinkler systems and alarm service, Cintas helps customers get Ready for the Workday. Headquartered in the U.S., Cincinnati, OH, Cintas is a publicly held Fortune 500 company traded over the Nasdaq Global Select Market under the symbol CTAS and is a component of both the Standard & Poor’s 500 Index and Nasdaq-100 Index.

Cintas Corporation is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, genetic information, disability, protected veteran status, or any other characteristic or category protected by local, state, or federal law.

This job posting will remain open for at least five (5) days.

Job Category: Office Administration
Organization: Fire
Employee Status: Regular
Schedule: Full Time
Shift: 1st Shift