Customer Experience Service Coordinator

Summary

The Customer Experience Service Coordinator is responsible for assisting internal and external customers to make sure all duties and responsibilities are met. The Customer Experience Service Coordinator dispatches service technicians according to the scheduling needs and receives customer calls and adjusts the schedule as required; along with daily administrative duties.

Essential Duties and Responsibilities

Includes the following, however, other duties may be assigned.

Deliver a “best in class” Customer Experience.

• Collaborate with Customer Experience Team, Customer Experience Manager, Supervisor and divisional managers to coordinate service efforts and address problems.
• Ensure Service Calls and Emails are answered in a timely, positive, and knowledgeable manner.
• Determines and dispatches appropriate service technicians to ensure quick and efficient resolution of customer needs.
• Build and maintain customer confidence and satisfaction.
• Dispatch service personnel to satisfy customer needs based on skills, nature of the request, location of request, and location of technician with use of the GPS.
• Effectively match technician skill level with customer request while maintaining cost-effectiveness.
• Continuously look for opportunities to enhance service delivery.
• Audit service reports daily in accordance with established procedures.
• Be a customer advocate while capturing customer feedback and reporting it to the Leadership Team.
• Continually build and maintain a network of relationships amongst the customers and The Tustin Group.
• Conducts weekly manpower meetings with the service manager of work progress, customer relations, field personnel relations, and other matters affecting service operations.
• Perform all duties as outlined within the Service Coordinator training.
• Provides support for any special projects as assigned by your manager. These special projects, under the determination of your manager or supervisor, may or may not become part of this position’s primary responsibilities.

Experience/Education

• A minimum of two years experience in service, operational, or customer service capacity is required.
• A High School Diploma is required. A college degree is a plus.

Organizational and Personal Skills:

• Must be able to multi-task and be flexible around priorities.
• Must have excellent customer service skills.
• Excellent organization skills with strong attention to detail.
• A self-starter.
• Comfortable making contact with customers and external contacts via phone.
• Must be proficient in the Microsoft Office applications (Word, Excel, Outlook)
• Establishes and maintains effective relationships with customers, field personnel, and project managers, and gains their trust and respect.
• Uses time effectively and efficiently; sets priorities.

Other requirements:

Must be able to pass pre-employment drug screening

Schedule:

8-hour shift

Monday to Friday

Work Location:

Norristown, PA

In-Person

Benefits:

The Tustin Group is able to offer so many great benefits to our employees and it is one of the reasons we stand out from our competitors.

• 401(k)
• 401(k) matching
• Health insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account
• Employee assistance program
• Free telehealth
• Free Talk Therapy
• Paid Life Insurance & Disability
• Employee discount
• Paid time off (including your birthday)
• Tuition reimbursement
• Employee Referral Program
• Incentive Trips
• Bonuses (at management discretion)
• So much more!