Customer Experience Coordinator

The Tustin Group; Manassas (VA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision coverage

Employer-paid disability insurance

Employer-paid life insurance

401(k) with company match

Generous PTO and personal days

Birthday PTO

Growth opportunities

Team events

Job summary

The Tustin Group is seeking a dedicated Customer Experience Coordinator to bridge clients and service teams, ensuring top-tier customer experiences. You will coordinate field service technicians' schedules, manage inquiries, and handle daily admin tasks to uphold exceptional service levels.

The role emphasizes strong communication, relationship-building, and the ability to adapt to evolving priorities while supporting growth opportunities within the company.

Qualifications

• High school diploma or equivalent.
• Two+ years of coordinator experience or similar role.
• Proficient in spoken and written English for diverse stakeholders.
• Comfortable with basic math in daily tasks.
• Proficient with inventory/scheduling software, internet apps, Excel, and Word.

Responsibilities

• Deliver outstanding customer experiences with proactive communication to internal and external customers.
• Build and nurture relationships with customers through effective communication channels.
• Collaborate with the Customer Experience Team and Service Manager to coordinate service efforts.
• Provide prompt, knowledgeable responses to service calls and emails with a customer-centric approach.
• Dispatch service personnel based on skills, location, and request details using GPS where applicable.
• Conduct daily audits of service reports to ensure accuracy and completeness.
• Act as a customer advocate, capturing feedback and reporting it to leadership for improvements.
• Support cross-team collaboration within The Tustin Group network for efficient operation.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Education

High school diploma or equivalent

Tools

Inventory software

Scheduling software

Excel

Word processing

Job description

At The Tustin Group, we foster relationships by keeping people informed because transparency builds teamwork, and teamwork builds trust. And trust is one of our core values.

We're currently looking for a passionate and detail-driven Customer Experience Coordinator to be the bridge between our clients and our service teams. If you're someone who thrives on communication, cares deeply about client satisfaction, and wants to be part of a company where your work truly makes a difference—we want to hear from you.

Here's what you can expect when you join our Customer Support Team:

• Comprehensive Onboarding & Training – We set you up for success with structured support, so you can hit the ground running.
• Medical, Dental & Vision Coverage – Your health matters to us, and we offer comprehensive plans to keep you and your family covered.
• Employer-Paid Short-Term & Long-Term Disability Insurance – Income protection when you need it most.
• Employer-Paid Life Insurance – Peace of mind for you and your loved ones.
• 401(k) with Company Match – We help you plan for the future with a solid retirement plan and employer contributions.
• Generous PTO – We believe in taking time to recharge. Enjoy vacation days, paid holidays, and personal time off.
• Paid Day Off for Your Birthday – Celebrate your day, on us.
• Growth Opportunities – Your path doesn't stop here. We promote from within and support your development every step of the way.
• Team Events & Gatherings – From barbecues to holiday parties, we value time spent building relationships beyond the desk.
• Office Culture That Respects You – Work in an environment that values your voice, respects your time, and supports your success.

Full job details below:

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Summary:

The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external stakeholders. Responsibilities encompass coordinating field service technicians' schedules, managing customer inquiries, and handling daily administrative tasks to uphold a superior level of customer experience.

Job Responsibilities:

• Deliver outstanding customer experiences, exceeding expectations, and maintaining proactive communication with both internal and external customers.
• Cultivate and nurture strong relationships with customers through effective and timely communication channels.
• Collaborate closely with the Customer Experience Team and Service Manager to coordinate service efforts and efficiently address any arising issues.
• Ensure prompt and knowledgeable responses to service calls and emails, always demonstrating a customer-centric approach.
• Effectively dispatch service personnel based on their skills, the nature of the request, and their location, utilizing GPS technology for optimal efficiency.
• Conduct daily audits of service reports, adhering to established procedures to ensure accuracy and completeness.
• Act as a dedicated customer advocate, capturing feedback and reporting it to the CARE and Leadership Team for continuous improvement.
• Build and maintain relationships within the broader Tustin Group network to facilitate collaboration and support.
• Contribute valuable insights to weekly manpower meetings regarding work progress, customer relations, and other operational matters.
• Execute all duties outlined in the service coordinator training program with diligence and attention to detail.
• Provide support for special projects as assigned by managers or supervisors, adapting flexibly to evolving responsibilities.

Experience/Education:

• High school diploma or equivalent; two plus years of coordinator experience or a similar role, or an equivalent combination of education and experience.
• Proficient in spoken and written English, with the ability to effectively communicate and present information to various stakeholders.
• Comfortable with basic mathematical concepts and their practical application in day-to-day tasks.
• Strong problem-solving skills and the ability to interpret instructions accurately.
• Proficient in using inventory and scheduling software, internet applications, spreadsheet software (Excel), and word processing software.

Physical Demands/Working Conditions:

• Sitting for prolonged periods at a desk while using a computer.
• Typing and using a mouse frequently throughout the workday.
• Occasionally standing and walking within the office to retrieve files or documents.
• Lifting and carrying light office supplies, such as paper or small packages, typically weighing up to 10 pounds.
• Reaching and bending to access file cabinets and shelves.
• Using a telephone for extended periods to communicate with customers.
• Visual acuity to read and interpret documents, emails, and computer screens.
• Hearing ability to understand and respond to customer inquiries and communicate with colleagues.