Customer Experience Coordinator

Mason Pro Services; Chandler (AZ); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical coverage (multiple planOptions

Dental & Vision insurance

Life insurance

HSA options

401(k) plan

Paid holidays

Sick time

Vacation: Up to 3 weeks accrued based

Company-sponsored benefits

Job summary

Mason Pro Services is seeking a Customer Experience Coordinator to be the main link between customers, field technicians, and internal teams. You will blend customer communication with operational coordination to ensure a smooth service experience from start to finish.

In this role, you’ll help keep schedules, systems, and communications accurate while supporting a growing local home service operation. Join us and grow with a company that values people and teamwork.

Qualifications

• Strong communication and customer service skills are essential.
• Ability to stay organized while managing multiple tasks.
• Comfort working within CRM or scheduling systems.
• High school diploma or equivalent required.
• Minimum of 5 years of experience in customer service, coordination, dispatching, or similar roles.

Responsibilities

• Handle incoming calls and assist customers with service needs.
• Schedule and confirm appointments based on technician availability.
• Provide updates to customers regarding arrival times and job status.
• Respond to inquiries via phone, email, and messaging platforms.
• Enter and manage job details within ServiceTitan.
• Coordinate recurring maintenance visits for residential customers.
• Support lead follow-up and assist in converting opportunities into booked jobs.
• Help maintain a full and efficient service schedule.
• Share job details and customer history with technicians.
• Keep customer records accurate and up to date.
• Assist with overall service coordination and workflow tracking.
• Process payments over the phone.
• Generate purchase orders as needed.
• Maintain documentation and internal records.
• Review and reconcile answering service logs.
• Support outbound communication efforts when needed.

Skills

Communication skills

Customer service

Organized

CRM systems

Scheduling

Education

High school diploma or equivalent

Tools

ServiceTitan

CRM software

Windows

iOS

Android

Job description

Customer Experience Coordinator

Schedule:

• Summer Hours (Memorial Day – Labor Day): 9:00 AM – 6:00 PM
• Winter Hours (Labor Day – Memorial Day): 9:00 AM – 5:30 PM
• Includes a rotating Saturday shift (approximately once every 6 weeks) after training

Pay Range: $20.00 – $24.00/hour depending on experience

Benefits Package

• Medical coverage (multiple plan options)
• Dental & Vision insurance
• Life insurance
• HSA options
• 401(k) plan
• Paid holidays
• Sick time
• Vacation: Up to 3 weeks accrued based on tenure

About the Role

Are you someone who enjoys being the go-to person that keeps both customers and internal teams aligned?

Do you naturally stay organized, catch the small details others miss, and enjoy keeping operations on track?

We're hiring a Customer Experience Coordinator to serve as a key point of connection between our customers, field technicians, and internal staff. This role blends customer communication with operational coordination to ensure a smooth and consistent service experience from start to finish.

You’ll play a direct role in how customers experience our company-while also making sure schedules, systems, and communication stay accurate behind the scenes.

What You’ll Enjoy Here

• Close-knit team environment – You'll be part of a group that genuinely supports one another
• Locally owned company – Leadership is accessible and involved in day-to-day operations
• Stability with growth – Opportunities to expand your role as the company continues to grow
• Ongoing training – Access to Interplay learning and additional development resources
• Team-focused culture – Company events, celebrations, and a workplace that values people

Key Responsibilities

You’ll help keep daily operations running smoothly by managing communication, scheduling, and system accuracy.

• Handle incoming calls and assist customers with service needs
• Schedule and confirm appointments based on technician availability
• Provide updates to customers regarding arrival times and job status
• Respond to inquiries via phone, email, and messaging platforms
• Enter and manage job details within ServiceTitan
• Coordinate recurring maintenance visits for residential customers
• Support lead follow-up and assist in converting opportunities into booked jobs
• Help maintain a full and efficient service schedule
• Share job details and customer history with technicians
• Keep customer records accurate and up to date
• Assist with overall service coordination and workflow tracking
• Process payments over the phone
• Generate purchase orders as needed
• Maintain documentation and internal records
• Review and reconcile answering service logs
• Support outbound communication efforts when needed

Qualifications

Required:

• Strong communication and customer service skills
• Ability to stay organized while managing multiple tasks
• Comfort working within CRM or scheduling systems
• High school diploma or equivalent
• Minimum of 5 years of experience in customer service, coordination, dispatching, or similar roles

Preferred:

• Previous HVAC or home service industry experience
• Experience using ServiceTitan or similar platforms
• Familiarity with multiple operating systems (Windows, iOS, Android)

Who Succeeds in This Role

• Someone who enjoys both customer interaction and behind-the-scenes coordination
• Detail-oriented and consistent with data accuracy
• Able to manage shifting priorities without losing organization
• Comfortable working within structured systems and processes
• Team-oriented but capable of working independently
• Takes ownership of keeping operations efficient and on track

Why This Role Matters

This position is essential to delivering a seamless customer experience while keeping the service department running efficiently.

If you’re someone who likes being the person that keeps everything connected, organized, and moving forward-we want to hear from you.

Candidates will be required to pass a background check and drug test upon being given a conditional offer of employment