Customer Experience Coordinator

CoolSys; Phoenix (AZ); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Prescription coverage

401(K) with company match

Paid vacation and holidays

Tuition reimbursement

Life insurance

AD&D

Disability insurance

Employee discounts

Pet Insurance

Legal Plan

Job summary

CoolSys is seeking a Customer Experience Coordinator in Phoenix to provide enterprise-level operational support. You will manage data entry, track work orders, monitor schedules, and coordinate across branches and billing to ensure timely completion and billing readiness.

The role requires strong Excel and Smartsheet experience, attention to detail, and excellent communication. Benefits include medical, dental, vision, and matching 401(k).

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in business or related field preferred.
• Experience in data entry, administrative support, customer service, or operations coordination preferred.
• Strong Microsoft Excel skills, including sorting, filtering, formulas, and managing large datasets, required.
• Experience with Smartsheet and Microsoft Office applications, including Outlook, Word, and Teams, preferred.
• Ability to learn and work accurately across multiple ERP, work order, and customer systems.
• Excellent attention to detail, data accuracy, organization, and follow-through.
• Ability to manage multiple deadlines, competing priorities, and high volumes of information.
• Strong written and verbal communication skills with internal teams and customers.
• Ability to identify discrepancies, solve problems, and elevate issues appropriately.
• Ability to work independently and collaborate across multiple departments and organizational levels.
• Knowledge of commercial HVAC, refrigeration, or field service operations is a plus.

Responsibilities

• Maintain high-volume data entry and accurate records in Excel, Smartsheet, work order systems, and customer platforms.
• Monitor and update work order statuses, scheduled dates, milestones, and outstanding action items.
• Identify overdue work, missing information, scheduling gaps, and discrepancies; proactively follow up to keep activities on track.
• Coordinate with branch teams, project managers, account management, data analysts, dispatch, and billing to obtain updates and resolve issues.
• Maintain tracking reports and reconcile information across systems to support service visibility, reporting, and billing readiness.
• Escalate unresolved issues, missed milestones, and service risks to appropriate stakeholders or leadership in a timely manner.
• Support customer service requests, operational improvements, and other assigned projects and duties.

Skills

Data entry

Administrative support

Customer service

Operations coordination

Microsoft Excel

Written and verbal communication

Time management

Problem solving

Independent working

Cross-functional collaboration

Education

High school diploma

Associate or Bachelor’s degree in business

Tools

Smartsheet

Microsoft Office (Outlook, Word, Teams)

Job description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management.With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $26-28/hr
• Benefits: Medical, Dental, Vision and Prescription coverage. Enroll in Medical Coverage Starting at $0 Per Paycheck
• Paid vacation, holidays, and floating holiday.
• 401(K)with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discountson vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Responsibilities

The Customer Experience Coordinator (CEC) provides enterprise-level operational support through accurate data entry, work order tracking, schedule monitoring, and cross-functional coordination. This role maintains current service information, identifies delays, and follows through with internal teams to support timely completion, billing readiness, and customer commitments. The CEC performs all duties in accordance with company policies and applicable laws and regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain high-volume data entry and accurate records in Excel, Smartsheet, work order systems, and customer platforms.
• Monitor and update work order statuses, scheduled dates, completion milestones, and outstanding action items.
• Identify overdue work, missing information, scheduling gaps, and discrepancies; proactively follow up to keep activities on track.
• Coordinate with branch teams, project managers, account management, data analysts, dispatch, and billing to obtain updates and resolve issues.
• Maintain tracking reports and reconcile information across systems to support service visibility, reporting, and billing readiness.
• Escalate unresolved issues, missed milestones, and service risks to appropriate stakeholders or leadership in a timely manner.
• Support customer service requests, operational improvements, and other assigned projects and duties.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in business or related field preferred.
• Experience in data entry, administrative support, customer service, or operations coordination preferred.
• Strong Microsoft Excel skills, including sorting, filtering, formulas, and managing large datasets, required.
• Experience with Smartsheet and Microsoft Office applications, including Outlook, Word, and Teams, preferred.
• Ability to learn and work accurately across multiple ERP, work order, and customer systems.
• Excellent attention to detail, data accuracy, organization, and follow-through.
• Ability to manage multiple deadlines, competing priorities, and high volumes of information.
• Strong written and verbal communication skills with internal teams and customers.
• Ability to identify discrepancies, solve problems, and elevate issues appropriately.
• Ability to work independently and collaborate across multiple departments and organizational levels.
• Knowledge of commercial HVAC, refrigeration, or field service operations is a plus.

Join Us

Today, there are 27 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth!

CoolSysis an EEO/AA Employer. All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristicsare encouraged to apply.

Pre-employment background screening (criminal andMVR for driving positions) and drug testing arerequiredfor all positions. CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.