Customer Experience Specialist — Escalations & Coordination

COBALT AERO SERVICES, LLC; Hot Springs (AR); On-site; USD 42,000 - 60,000; Full time

Job summary

COBALT AERO SERVICES, LLC is seeking a Customer Experience Coordinator in Hot Springs, AR to professionally manage complex customer interactions and serve as a knowledgeable resource for customers and teams.

The role requires advanced problem-solving, strong product knowledge, and the ability to resolve escalated issues with minimal supervision, ensuring timely communication and end-to-end customer satisfaction.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Three to five years of progressive customer service or account coordination experience.
• Strong working knowledge of company products, services, and internal processes.
• Excellent written and verbal communication with customers and teams.
• Problem-solving, follow-up, and conflict resolution skills.

Responsibilities

• Serve as a primary coordination and support point for customers and internal teams.
• Manage complex inquiries and service issues requiring analysis and independent judgment.
• Resolve escalated concerns with minimal supervision and within timelines.
• Anticipate customer needs and coordinate required information to prevent gaps.
• Collaborate with Sales, Operations, Quality, Shipping and others for timely responses.
• Monitor response, turnaround, and resolution times; ensure quality follow-up.
• Identify recurring issues and recommend improvements to satisfaction and efficiency.
• Train and mentor new Customer Experience team members; support onboarding.
• Support special projects and continuous improvement initiatives.

Skills

Problem-solving

Communication

Prioritization

Conflict resolution

Multi-tasking

Education

High school diploma required

Associate or Bachelor's degree preferred

Tools

Microsoft Excel

CRM systems

Order management tools

Job description

COBALT AERO SERVICES, LLC is seeking a Customer Experience Coordinator in Hot Springs, AR to professionally manage complex customer interactions and serve as a knowledgeable resource for customers and teams.

The role requires advanced problem-solving, strong product knowledge, and the ability to resolve escalated issues with minimal supervision, ensuring timely communication and end-to-end customer satisfaction.