Customer Experience & Onboarding Coordinator

Socket.dev; Chester (SC); On-site; USD 38,000 - 54,000; Full time

Job summary

Socket.dev seeks a Customer Experience Coordinator to drive customer touchpoints from sales to install and beyond. You will work closely with Sales, Care, Installation, Dispatch, and Billing to move activities through completion and improve overall experience.

The role involves proactive outreach by phone, email, and SMS, researching accounts, and maintaining accurate records. Strong communication and organizational skills are essential.

Qualifications

• High school diploma or GED, or an equivalent combination of education and experience.
• Three or more years of experience in customer service, sales support, operations, order management, customer experience, or a related field preferred.
• Strong communication, organization, problem-solving, and follow-through skills.
• Comfortable conducting outbound customer outreach and working directly with customers.
• Ability to manage multiple priorities, take ownership of assignments, and work independently.
• Ability to collaborate effectively across multiple departments and functional areas.
• Proficiency with Microsoft Office and strong overall technical aptitude.
• Ability to quickly learn new software, tools, systems, and processes.
• Telecommunications experience preferred.

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 and follow-up by phone, email, SMS, and other approved communication channels
• Research customer accounts, order history, and service activity to identify needed actions and resolve customer‑impacting issues
• Coordinate with Sales, Customer Care, Installation, Dispatch, Technical Support, Billing, Marketing, Operations, and other teams to move assigned activities through completion
• Work assigned customer lists, order exceptions, queues, and recovery activities requiring timely action and follow‑through
• Support customer experience programs, including new customer onboarding, installation follow‑up, customer recovery, and other targeted outreach initiatives
• Promote adoption of the Customer Portal, AutoPay, paperless billing, and other digital tools and services
• Maintain accurate customer records, activity notes, documentation, and status updates across applicable systems
• Quickly learn and effectively use new software, communication platforms, billing systems, reporting tools, and other applications to work efficiently
• Provide hands‑on execution support for new programs, process improvements, special projects, and emerging customer experience needs
• Manage changing priorities, take ownership of assigned work, and provide activity updates and results as requested
• Maintain consistent attendance and dependable workplace performance
• Perform other work‑related duties as assigned

Skills

Customer Experience

Communication

Problem-Solving

Organization

Teamwork

Adaptability

Technology Skills

Professionalism

Education

High School Diploma

Tools

Microsoft Office

CRM

Billing Systems

Job description

Socket.dev seeks a Customer Experience Coordinator to drive customer touchpoints from sales to install and beyond. You will work closely with Sales, Care, Installation, Dispatch, and Billing to move activities through completion and improve overall experience.

The role involves proactive outreach by phone, email, and SMS, researching accounts, and maintaining accurate records. Strong communication and organizational skills are essential.