Customer Experience Coordinator I

Socket.dev; Clovis (CA); On-site; USD 39,000 - 50,000; Full time

Benefits offered by this job

Health coverage (medical, dental, and,

Job summary

Empower Home Services in California seeks a Customer Experience Coordinator I to manage pre-installation and post-installation inquiries. You will resolve questions on first contact and escalate issues when needed, ensuring a smooth customer journey and proactive communication.

The role emphasizes building a positive experience, supporting CSAT and FCR goals, and collaborating with Sales and other teams. A high school degree and 1–2 years in customer service are expected, with benefits for

Qualifications

• High School Degree; 1-2 years related experience in Customer Service.
• Ability to make sound, independent judgments.
• Capacity to expand knowledge of software capabilities.
• Initiate, plan, and complete assignments independently.
• Work well both independently and in a team.
• Handle interruptions while managing multiple priorities and deadlines.
• Proactively seek ways to improve existing methodologies.

Responsibilities

• Serve as the primary point of contact for customers by handling inbound and outbound pre-installation and post-installation inquiries.
• Provide timely, accurate, and professional support during the first interaction whenever possible.
• Deliver a positive customer experience through proactive communication and follow-up.
• Identify issues needing escalation and document context for the escalation process.
• Escalate complex concerns to the appropriate level while maintaining clear communication with the customer.
• Follow established customer communication standards and maintain accurate records of interactions.
• Support improvements in CSAT, FCR, response times, and call abandonment metrics.
• Collaborate with Sales and other departments to provide timely information and support.

Skills

Customer Service

Communication

Independent Working

Team Player

Problem Solving

Education

High School Degree

Job description

ABOUT EMPOWER:

At Empower Home Services, we’re more than just a home services company – we’re a team driven by innovation, integrity, and a commitment to excellence. Specializing in solar, HVAC, electrical, and roofing solutions, we take pride in delivering high-quality, energy-efficient services that truly make a difference in our customers’ lives. Our dedication to exceptional service and continuous improvement has earned us a spot on the Inc. 5000 – America’s Fastest Growing Companies list year after year. When you join Empower, you’re stepping into a dynamic and growing organization where your contributions matter. We foster a culture of collaboration, learning, and advancement where ambitious professionals thrive and are empowered to succeed. If you’re looking to grow your career with a company that’s always raising the bar and striving to be the best in the business, Empower Home Services is the place for you.

BRIEF SUMMARY

The Customer Experience Coordinator I is the primary point of contact for customers throughout the pre-installation and post-installation process. This role manages day-to-day customer inquiries, provides timely and accurate support, resolves issues whenever possible on the first contact, and ensures customers remain informed throughout their experience. The coordinator identifies concerns that require additional support and escalates them through the established process while maintaining a positive experience for customers and internal partners. Success is measured by the quality of customer interactions, customer satisfaction (CSAT), first contact resolution, response times, and the overall ease of doing business with Empower.

ESSENTIAL FUNCTIONS:

• Customer Support & Communication
  • Serve as the primary point of contact for customers by handling inbound and outbound pre-installation and post-installation inquiries.
  • Provide timely, accurate, and professional support while resolving customer questions and concerns whenever possible during the first interaction.
  • Deliver a positive customer experience through proactive communication and follow-up.
• Escalation Management
  • Identify customer issues that require additional support or authority and escalate them through the established escalation process with complete documentation and context.
  • Ensure complex customer concerns are transitioned smoothly to the appropriate level for resolution while maintaining clear communication with the customer.
• Customer Experience Standards
  • Follow established customer communication standards, including the use of Call Pilot and other required service processes.
  • Maintain accurate records of customer interactions and ensure all communications meet company quality expectations.
• Customer Satisfaction & Performance
  • Contribute to departmental performance goals by supporting improvements in Customer Satisfaction (CSAT), First Contact Resolution (FCR), response times, and call abandonment rates.
  • Take ownership of resolving customer issues efficiently while delivering a consistent, high-quality customer experience.
• Internal Collaboration
  • Partner effectively with Sales and other internal departments by providing timely, accurate information and support.
  • Communicate recurring customer concerns and operational challenges to leadership to help improve processes and reduce internal friction.
• Team Support & Development
  • Participate in cross-training initiatives to provide operational coverage and maintain business continuity.
  • Continuously develop product, process, and customer service knowledge to support team success and career growth.

KNOWLEDGE, SKILLS & EXPERIANCE:

Required:
High School Degree
1-2 years related experience in Customer Service.
Ability to make sound, independent judgments
Capacity and desire to expand knowledge of software capabilities
Take initiative to plan, organize, and complete assignments independently
Initiate, maintain, and complete both short term and long-term projects simultaneously
Able to work independently and work effectively as a member of a team
Able to handle regular interruptions to serve the needs of others while maintaining focus on multiple priorities and short and long term deadlines
Able to finish projects both quickly and accurately
Able to proactively seek out ways to improve upon existing methodologies
Maintain the highest level of integrity and confidentiality
Establish and maintain cooperative relationships with employees, maintaining a warm and professional manner with a positive employee relations and customer service mindset
Preferred:
1-2 years related experience in Solar, Roofing, or General Construction preferred

COMPENSATION:

The expected pay range for this position is $39,000-$50,000. This range reflects the actual range of earnings of employees in this position.

BENEFITS:

We offer employees working full-time comprehensive benefits, including health coverage (medical, dental and vision), 401K, paid Holidays off, and Sick Leave.