End-to-End Customer Experience Specialist

Air Around the Clock; Deerfield Beach (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Air Around the Clock is seeking a highly organized Customer Experience Coordinator to own escalated concerns end-to-end and deliver an exceptional experience. You will listen, de-escalate, identify the real problem, coordinate a solution, and follow through until resolution.

This role emphasizes ownership, accurate CRM documentation, and proactive follow-up to drive satisfaction and 5-star reviews in a fast-paced environment.

Qualifications

• Previous customer service/experience; home services, HVAC, plumbing, call center, or hospitality experience is a plus.
• Excellent verbal communication and active-listening skills.
• Strong empathy and emotional intelligence when handling difficult conversations.
• Excellent organizational and multitasking skills.
• Problem-solver mentality with sound judgment and attention to detail.
• Ability to work independently, make decisions, and take ownership.
• Calm, professional, and solution-focused under pressure.
• CRM or customer service software experience preferred.

Responsibilities

• Handle and de-escalate customer complaints and escalated calls with professionalism and empathy.
• Identify the root cause of customer concerns and determine the appropriate resolution.
• Own customer issues from initial contact through final resolution.
• Coordinate service callbacks and corrective actions with appropriate departments.
• Follow up after resolutions through Happy Calls to ensure customer satisfaction.
• Maintain accurate notes and resolutions in the CRM.
• Analyze customer feedback, identify recurring trends, and share insights with management.
• Provide credits, discounts, refunds, or other approved solutions when appropriate and within company guidelines.
• Assist with inbound calls and light outbound customer scheduling during lower-volume periods.

Skills

Verbal communication

Active listening

Empathy

Emotional intelligence

Organizational skills

Multitasking

Problem solving

Independent work

Attention to detail

Tools

CRM software

Job description

Air Around the Clock is seeking a highly organized Customer Experience Coordinator to own escalated concerns end-to-end and deliver an exceptional experience. You will listen, de-escalate, identify the real problem, coordinate a solution, and follow through until resolution.

This role emphasizes ownership, accurate CRM documentation, and proactive follow-up to drive satisfaction and 5-star reviews in a fast-paced environment.