Senior Customer Experience Coordinator (Escalations)

First Class Air Company; Hot Springs, Northern (AR, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

First Class Air Company in Hot Springs, AR, is seeking a Customer Experience Coordinator (Level II) to manage complex customer interactions and serve as a knowledgeable resource for customers and team members.

You will act as a proactive liaison between customers and internal departments, ensuring timely communication, coordinated follow-up, and a positive end-to-end experience. The role emphasizes advanced problem-solving, product knowledge, and cross-functional collaboration.

Qualifications

• Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and confidently with customers and internal teams.
• Demonstrated problem-solving, follow-up, and conflict resolution skills, including the ability to manage escalated customer concerns with sound judgment.
• Intermediate proficiency with Microsoft Excel, CRM systems, order management tools, and other customer service technology used to track and support customer activity.

Responsibilities

• Serve as a primary point of coordination and support for customers, ensuring timely, professional, and partnership-focused service throughout the customer experience.
• Manage complex customer inquiries, account needs, and service issues requiring detailed analysis, follow-up, and independent judgment.
• Resolve escalated customer concerns with minimal supervision, ensuring issues are addressed accurately, professionally, and within expected service timelines.
• Anticipate customer needs, follow up on open items, coordinate required information, and help prevent service delivery gaps.
• Collaborate closely with Sales, Operations, Quality, Shipping, and other departments to support timely responses, accurate information flow, and effective customer issue resolution.
• Monitor and support service performance expectations, including response time, turnaround time, resolution time, and follow-up quality.
• Identify recurring customer issues, service trends, and process gaps, and recommend improvements that enhance customer satisfaction and operational efficiency.
• Maintain a high level of accuracy, organization, and follow-through while managing multiple priorities and workload demands.
• Train, mentor, and support new Customer Experience team members, including assisting with onboarding activities and sharing best practices.
• Support special projects, departmental initiatives, and continuous improvement efforts as assigned.
• Perform other duties as assigned.

Skills

Communication

Problem-solving

Conflict resolution

Attention to detail

Education

High school diploma or equivalent

Associate or Bachelor’s in business or communications (preferred)

Tools

Microsoft Excel

CRM systems

Order management tools

Job description

First Class Air Company in Hot Springs, AR, is seeking a Customer Experience Coordinator (Level II) to manage complex customer interactions and serve as a knowledgeable resource for customers and team members.

You will act as a proactive liaison between customers and internal departments, ensuring timely communication, coordinated follow-up, and a positive end-to-end experience. The role emphasizes advanced problem-solving, product knowledge, and cross-functional collaboration.