Customer Experience Coordinator - Onboarding & Support

Truvista; Chester, Northern (SC, KY); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Truvista Fiber is seeking a Customer Experience Coordinator in Chester, SC to execute customer experience activities across the sales-to-install journey and other customer touchpoints. The role involves coordinating with internal teams and ensuring actions move through completion.

This hands-on position emphasizes strong communication, organization, and problem-solving while supporting onboarding, outreach initiatives, and adoption of digital tools like Customer Portal and AutoPay.

Qualifications

• High school diploma or GED or equivalent combination of education and experience.
• 3+ years in customer service, sales support, operations, order management, customer experience, or related field preferred.
• Strong communication, organization, problem-solving, and follow-through skills.
• Comfortable outbound customer outreach and direct customer interaction.
• Ability to manage multiple priorities and work independently.
• Ability to collaborate across multiple departments and functions.
• Proficiency with Microsoft Office and strong technical aptitude.
• Ability to quickly learn new software, tools, systems, and processes.

Responsibilities

• Monitor and follow up on orders requiring additional attention between the sale and installation to help customers complete installation successfully.
• Conduct proactive customer outreach by phone, email, SMS, and other approved channels.
• Research customer accounts, order history, and service activity to identify needed actions and resolve issues.
• Coordinate with Sales, Customer Care, Installation, Dispatch, Technical Support, Billing, Marketing, Operations, and other teams to move activities through completion.
• Work assigned customer lists, order exceptions, queues, and recovery activities requiring timely action.
• Support customer experience programs, including onboarding, installation follow-up, and targeted outreach initiatives.
• Promote adoption of the Customer Portal, AutoPay, paperless billing, and other digital tools.
• Maintain accurate customer records, notes, and status updates across systems.
• Learn and use new software, communication platforms, billing systems, reporting tools.

Skills

Customer Experience

Communication

Problem-Solving

Organization & Follow-Through

Teamwork

Adaptability

Technology Skills

Professionalism

Education

High school diploma or GED

Tools

CRM Software

Microsoft Office

Billing systems

Job description

Truvista Fiber is seeking a Customer Experience Coordinator in Chester, SC to execute customer experience activities across the sales-to-install journey and other customer touchpoints. The role involves coordinating with internal teams and ensuring actions move through completion.

This hands-on position emphasizes strong communication, organization, and problem-solving while supporting onboarding, outreach initiatives, and adoption of digital tools like Customer Portal and AutoPay.