Experience Coordinator COCOON

COCOON (West Chester Design Build); Chester (Delaware County); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health and Dental Insurance

Life and Accidental Coverage

Paid Vacation and Sick Time

Company-Paid Holidays

Fun Company Events & Team Culture

Job summary

COCOON (West Chester Design Build) is looking for an Experience Coordinator to guide homeowners through their remodeling journey. You will be pivotal in ensuring a smooth experience with clear communication and exceptional care.

This role combines hospitality, organization, and empathy. You'll serve as the main point of contact, qualifying leads, coordinating customer experiences, and maintaining detailed records of interactions. The position also includes sending personalized thank-you notes and ensuring customer preferences are met.

The position offers a supportive atmosphere with various perks, including health insurance and a fun company culture.

Qualifications

• Warm, professional demeanor both in person and over the phone.
• Ability to handle multiple tasks with keen attention to detail.
• Previous experience in administrative, hospitality, or sales support roles is a plus.

Responsibilities

• Serve as the first contact for incoming leads via phone, email, or walk-in.
• Guide customers through the remodeling process ensuring clear communication.
• Document customer preferences and feedback to enhance hospitality practices.

Skills

Strong organizational skills

Excellent communication

Proactive mindset

Attention to detail

Comfort with technology

Tools

Monday.com

Buildertrend

Microsoft Office Suite

Job description

At COCOON, we’re reimagining the remodeling experience—making it simple, inspiring, and personal for every homeowner.

As the Experience Coordinator, you’ll guide homeowners through their remodeling journey with exceptional care, clear communication, and thoughtful touches that turn their project into a memorable experience. You’ll be the first voice and face of COCOON, helping potential customers determine if we’re the right fit and ensuring those who partner with us feel supported every step of the way.

This role blends hospitality, organization, and empathy—requiring someone who can balance warm, personal connection with attention to detail and process. From initial lead qualification to post-visit follow-ups and ongoing communication, you’ll ensure that every homeowner’s experience feels seamless, personal, and distinctly COCOON.

What You’ll Do

Lead Qualification & Onboarding

• Serve as the first point of contact for incoming leads—by phone, email, or walk-in.
• Conduct qualification calls to assess project fit with COCOON’s services.
• Schedule In-Home Visits for qualified leads or kindly disqualify those that aren’t a match, ensuring every interaction is handled with empathy and professionalism.
• Document all activity and communication in Monday.com, keeping lead and customer information accurate and up to date.
• Follow up with leads who have not responded, nurturing potential opportunities with persistence and care.
• Send welcome letters to new customers upon signing into our process.

Customer Experience & Hospitality

• Guide customers through the remodeling process, ensuring expectations are clearly set and questions are answered.
• Coordinate meetings, site visits, and key decision points in collaboration with the customer’s project pod.
• Write handwritten thank-you cards after every Home Visit to maintain personal connection.
• Prepare conference rooms and the Design Studio for meetings—adding personalized touches such as snacks, drinks, or thoughtful details for each guest.
• Identify opportunities to surprise and delight customers with personalized gestures and unexpected moments of care.
• Anticipate potential challenges, communicate proactively, and maintain a sense of calm, confidence, and professionalism in every interaction.
• Celebrate milestones and keep the remodeling journey engaging and positive from start to finish.
• Document customer preferences, feedback, and stories to inform and enhance COCOON’s hospitality practices.
• Collaborate with the team to refine communication touchpoints and improve the overall customer experience.
• Help strengthen long‑term relationships by ensuring every customer feels known, appreciated, and understood.

What You’ll Bring

• A warm, professional, and approachable demeanor—both in person and over the phone.
• Strong organizational and multitasking skills with keen attention to detail.
• Excellent communication and follow-through.
• Comfort with technology and the ability to learn new software (Buildertrend, Monday.com, Microsoft Office Suite).
• A proactive mindset—you anticipate needs and take initiative.
• Experience in an administrative, hospitality, or sales support role is a plus.

At COCOON, this role is the heartbeat of our customer experience. You’ll help homeowners take their first steps toward reimagining their homes—while keeping our team connected, organized, and ready to deliver excellence.

Perks of Working at COCOON

• Health and Dental Insurance
• Life and Accidental Coverage
• Paid Vacation and Sick Time
• Company-Paid Holidays
• Fun Company Events & an Inspiring Team Culture