Technician Dispatcher - Customer Experience Coordinator

The Tustin Group; Norristown (Montgomery County); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health coverage

HDHP option for employee

Disability insurance

Life insurance

401(k) with company match

Paid time off

Birthday day off

Growth opportunities

Team events

Job summary

The Tustin Group is seeking a Customer Experience Coordinator to bridge clients and service teams from its Norristown, PA headquarters. This on-site role focuses on coordinating field technicians, handling inquiries, and performing daily administrative tasks to ensure exceptional customer experiences.

You will work with the Customer Experience Team and Service Manager to dispatch personnel, respond to calls/emails, and build strong client relationships while contributing to process improvements

Qualifications

• High school diploma or equivalent; two plus years of coordinator experience or similar role.
• Proficient in spoken and written English.
• Proficient with Excel, inventory and scheduling software.

Responsibilities

• Deliver outstanding customer experiences with proactive communication.
• Cultivate strong relationships with customers through timely communication.
• Coordinate service efforts with the Customer Experience Team and Service Manager.
• Provide prompt, knowledgeable responses to service calls and emails.
• Dispatch service personnel based on skills, location and needs using GPS tools.
• Conduct daily audits of service reports for accuracy and completeness.
• Act as a customer advocate, reporting feedback to CARE and Leadership Team.
• Build relationships within The Tustin Group to support collaboration.
• Contribute insights in weekly manpower meetings on progress and relations.
• Follow the service coordinator training program diligently.
• Support special projects as assigned.

Skills

Scheduling software

Excel

Customer communication

Problem solving

Team coordination

Education

High school diploma or equivalent

Tools

Inventory software

Job description

This is NOT a remote position - reports locally to company headquarters in Norristown, Pennsylvania.

At The Tustin Group, we foster relationships by keeping people informed - because transparency builds teamwork, and teamwork builds trust. And trust is one of our core values.

We're currently looking for a passionate and detail-driven Customer Experience Coordinator to be the bridge between our clients and our service teams. If you're someone who thrives on communication, cares deeply about client satisfaction, and wants to be part of a company where your work truly makes a difference - we want to hear from you.

Here's what you can expect when you join our Customer Support Team:

• Comprehensive Onboarding & Training - We set you up for success with structured support, so you can hit the ground running.
• Medical, Dental & Vision Coverage - Your health matters to us, and we offer comprehensive plans to keep you and your family covered.
• Employer-Paid Health Plan (Employee-Only) - We fully cover the cost of an HDHP option for employees who prefer this plan structure.
• Employer-Paid Short-Term & Long-Term Disability Insurance - Income protection when you need it most.
• Employer-Paid Life Insurance - Peace of mind for you and your loved ones.
• 401(k) with Company Match - We help you plan for the future with a solid retirement plan and employer contributions.
• Generous PTO - We believe in taking time to recharge. Enjoy vacation days, paid holidays, and personal time off.
• Paid Day Off for Your Birthday - Celebrate your day, on us.
• Growth Opportunities - Your path doesn't stop here. We promote from within and support your development every step of the way.
• Team Events & Gatherings - From barbecues to holiday parties, we value time spent building relationships beyond the desk.
• Office Culture That Respects You - Work in an environment that values your voice, respects your time, and supports your success.

Full job details below:

Summary:

The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external stakeholders. Responsibilities encompass coordinating field service technicians' schedules, managing customer inquiries, and handling daily administrative tasks to uphold a superior level of customer experience.

This is NOT a remote position. Role reports to company headquarters in NORRISTOWN, PA

Job Responsibilities:

• Deliver outstanding customer experiences, exceeding expectations, and maintaining proactive communication with both internal and external customers.
• Cultivate and nurture strong relationships with customers through effective and timely communication channels.
• Collaborate closely with the Customer Experience Team and Service Manager to coordinate service efforts and efficiently address any arising issues.
• Ensure prompt and knowledgeable responses to service calls and emails, always demonstrating a customer-centric approach.
• Effectively dispatch service personnel based on their skills, the nature of the request, and their location, utilizing GPS technology for optimal efficiency.
• Conduct daily audits of service reports, adhering to established procedures to ensure accuracy and completeness.
• Act as a dedicated customer advocate, capturing feedback and reporting it to the CARE and Leadership Team for continuous improvement.
• Build and maintain relationships within the broader Tustin Group network to facilitate collaboration and support.
• Contribute valuable insights to weekly manpower meetings regarding work progress, customer relations, and other operational matters.
• Execute all duties outlined in the service coordinator training program with diligence and attention to detail.
• Provide support for special projects as assigned by managers or supervisors, adapting flexibly to evolving responsibilities.

Experience/Education:

• High school diploma or equivalent; two plus years of coordinator experience or a similar role, or an equivalent combination of education and experience.
• Proficient in spoken and written English, with the ability to effectively communicate and present information to various stakeholders.
• Comfortable with basic mathematical concepts and their practical application in day-to-day tasks.
• Strong problem-solving skills and the ability to interpret instructions accurately.
• Proficient in using inventory and scheduling software, internet applications, spreadsheet software (Excel), and word processing software.

Physical Demands/Working Conditions:

• Sitting for prolonged periods at a desk while using a computer.
• Typing and using a mouse frequently throughout the workday.
• Occasionally standing and walking within the office to retrieve files or documents.
• Lifting and carrying light office supplies, such as paper or small packages, typically weighing up to 10 pounds.
• Reaching and bending to access file cabinets and shelves.
• Using a telephone for extended periods to communicate with customers.
• Visual acuity to read and interpret documents, emails, and computer screens.
• Hearing ability to understand and respond to customer inquiries and communicate with colleagues.