Customer Experience Coordinator

• 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 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.

• 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.

• 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.

• 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.

The Tustin Group