Customer Service Specialist and Marketing Coordinator

Ontario Trillium Foundation; New Braunfels (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical and dental coverage

Paid time off and sick time

401(k) with company match

Guardian ancillary benefits

LegalShield

Family bereavement leave

Pet bereavement leave

Buffalo’s Best Places to Work (2020–

Best Places to Work award

Job summary

Ontario Trillium Foundation is hiring a Customer Service Specialist and Marketing Coordinator for our Elma, NY office. This on-site role blends client care with brand-focused marketing to convert inquiries into booked appointments while delivering cohesive campaigns.

The position covers customer service and marketing tasks, including social media, onboarding-related marketing, reviews, promotions, and event support. Excellent communication and organizational skills are key.

Responsibilities

• Answer incoming calls promptly and professionally
• Convert incoming customer leads into booked service appointments
• Deliver call scripts with an authentic, clear, and personable cadence
• Respond to customer requests, resolve routine issues, and support the brand experience
• Follow the company’s plan for handling complaints quickly and favorably
• Maintain and update the customer database with complete and accurate information
• Perform administrative tasks accurately and on time
• Complete outbound calling and follow-up activity as assigned
• Receive, verify, schedule, and confirm customer requests and appointments
• Support dispatch functions when necessary
• Organize, prioritize, and assign customer jobs to field technicians as needed
• Complete and submit reports as required
• Ensure required deposits are collected for large projects when applicable
• Maintain contact with customers awaiting estimates and help drive timely follow-up
• Assist customers with financing applications when needed and route follow-up appropriately
• Report issues or concerns to management as needed
• Respond to emails and chats in a timely manner
• Manage social media posting and content coordination (Marketing)
• Coordinate new employee onboarding-related marketing tasks, including technician photos/videos, website updates, lead number assignments, and related setup items
• Prepare and submit co-op reimbursement materials
• Monitor customer reviews and respond in a timely, professional manner
• Coordinate marketing promotions, including email campaigns, direct mail, and special offers
• Support community partnerships and local engagement efforts
• Coordinate Truck Wrap Contest activity
• Plan and coordinate home show participation
• Support community event participation and coordination
• Coordinate sponsorship activities and follow-up
• Attend marketing meetings, document notes, and track follow-up items
• Coordinate customer appreciation and gifting initiatives
• Prepare or coordinate the marketing section of the company newsletter
• Coordinate raffle baskets and related promotional items
• Marketing Pro - ServiceTitan
• Google Analytics

Tools

ServiceTitan

Google Analytics

Job description

We’re Hiring: Customer Service Specialist and Marketing Coordinator (On-Site – Elma, NY)

We have an immediate need for a talented Customer Service Specialist and Marketing Coordinator to work from our office located at 631 Bullis Rd, Elma, NY. Enjoy your workday in a relaxed, comfortable atmosphere where you’ll look forward to coming in each day.

Pay communsurate with experience.

Hours: Monday through Friday, 7:30 AM – 4:00 PM.

After training, the following permanent schedule will begin: Monday – Friday 8:00 AM - 4:30 PM

About the Role

• As a hybrid Customer Service Specialist and Marketing Coordinator, you will bridge the gap between client care and brand growth. Your goal is to deliver top-tier service that converts inquiries into booked appointments while executing organized, brand-focused marketing campaigns.

Benefits

• Casual and fun work environment
• Great company culture
• Medical and dental coverage
• Paid time off and sick time
• 401(k) with company match
• Guardian ancillary benefits
• LegalShield
• Family bereavement leave
• Pet bereavement leave
• Voted Buffalo’s Best Places to Work (Business First, Buffalo News) 2020–2026

Your Key Responsibilities

1. Customer Service Specialist Responsibilities (Time allocation - approximately 50%)

• Answer incoming calls promptly and professionally
• Convert incoming customer leads into booked service appointments
• Deliver call scripts with an authentic, clear, and personable cadence
• Respond to customer requests, resolve routine issues, and support the brand experience
• Follow the company’s plan for handling complaints quickly and favorably
• Maintain and update the customer database with complete and accurate information
• Perform administrative tasks accurately and on time
• Complete outbound calling and follow-up activity as assigned
• Receive, verify, schedule, and confirm customer requests and appointments
• Support dispatch functions when necessary
• Organize, prioritize, and assign customer jobs to field technicians as needed
• Complete and submit reports as required
• Ensure required deposits are collected for large projects when applicable
• Maintain contact with customers awaiting estimates and help drive timely follow-up
• Assist customers with financing applications when needed and route follow-up appropriately
• Report issues or concerns to management as needed
• Respond to emails and chats in a timely manner

2. Marketing Coordination Responsibilities (Time allocation - approximately 50%)

• Manage social media posting and content coordination
• Coordinate new employee onboarding-related marketing tasks, including technician photos/videos, website updates, lead number assignments, and related setup items
• Prepare and submit co-op reimbursement materials
• Monitor customer reviews and respond in a timely, professional manner
• Coordinate marketing promotions, including email campaigns, direct mail, and special offers
• Support community partnerships and local engagement efforts
• Coordinate Truck Wrap Contest activity
• Plan and coordinate home show participation
• Support community event participation and coordination
• Coordinate sponsorship activities and follow-up
• Attend marketing meetings, document notes, and track follow-up items
• Coordinate customer appreciation and gifting initiatives
• Prepare or coordinate the marketing section of the company newsletter
• Coordinate raffle baskets and related promotional items
• Marketing Pro - ServiceTitan
• Google Analytics