Customer Experience Coordinator at Mother Modern… · North…

About the Role The Customer Experience Coordinator ensures a seamless and positive customer experience by managing communications, addressing concerns, and collaborating with our field and leadership teams to improve overall service quality and retention.

Key Responsibilities

• Manage the complete customer journey from initial interaction through appointment completion and post-service follow-up.
• Resolve service issues with empathy, urgency, and sound judgment, utilizing a $500 authority to decisively make things right.
• Collect and analyze customer feedback, reviews, and complaints to identify pain points.
• Collaborate across dispatch, call center, and field teams to improve customer touchpoints and processes without finger-pointing.
• Support and coach team members on empathy, communication, and effective service recovery.

What You Bring

• Systems Fluency: Confident navigating ServiceTitan and major review platforms (Google, Yelp, Facebook, BBB, Nextdoor).
• Communication: Strong brand-voice writing for private outreach and clear diplomacy when gathering facts across departments.
• Demeanor: Calm in conflict, empathetic under pressure, and highly coachable.
• Execution: Proactive problem-solver who manages a high-volume queue with relentless follow-through and strict honesty.

Performance Outcomes

• Responsiveness: Respond to 95%+ of customer texts within 5 minutes and address 100% of complaints within the established SLA.
• Follow-Through: Complete 100% of scheduled follow-ups and track all service recovery cases through resolution.
• Reputation Management: Ensure 100% of negative reviews receive appropriate internal follow-up and an attempt at resolution to restore trust.
• Reporting: Escalate critical concerns on time and deliver a weekly customer experience report to leadership highlighting trends, root causes, and recommended corrective actions.

Job Type: Contract

Experience:

• Customer Support: 5 years (Required)
• US home services: 1 year (Required)

Work Location: In person