Customer Experience Coordinator

About the role

We believe in the power of TEAM (Together Everyone Achieves More). In this Dynamic role, you will be the ultimate guide for our homeowners, ensuring their window and door transformation is smooth, efficient, and absolutely world-class from start to finish.

Responsibilities

• Serve as the welcoming voice providing concierge-level service, acting as the first point of accountability, and updating customers on every exciting next step of their project.
• Take ownership of assigned projects, completing all back-office magic to ensure rapid turnaround times and move projects seamlessly through to the scheduled installation.
• Monitor back orders, excel at anticipating needs, troubleshoot hurdles before they escalate, and collaborate across departments to keep things moving.
• Communicate like a pro, keeping our internal TEAM in the loop prior to installation, managing updates effortlessly via rForce and Status Buckets.
• Maintain hyper-detailed notes and accurate database info so no detail ever slips through the cracks.
• Continuously update your knowledge on RBA products, Andersen specs, and process adjustments.
• Embrace the Unexpected, bringing a positive, multi-tasking mindset to tackle any out-of-the-ordinary tasks in our high-volume operations environment.

Requirements

• Experience: 2+ years of experience as a concierge coordinator, project coordinator, in high-volume hospitality, or customer service (a background in guest relations, front-of-house operations, or the construction industry is a huge plus!)
• Project Management Chops: Strong knowledge of PM best practices, methodologies, and tools to manage multiple deadlines with ease.
• Strategic Vision: You don't just check boxes; you identify opportunities to improve processes and expand project scope.
• Clear Communicator: Excellent written and verbal skills, with the ability to clearly explain processes to both internal stakeholders and clients in person and over the phone.
• Peacemaker: A knack for de-escalation and service recovery, gracefully working through escalated situations with customers to find the ultimate win/win solutions.
• Eagle-Eye Focus: Unmatched attention to detail.
• Road Ready: A valid driver's license, reliable transportation, insurable driving record

Qualifications

• Understanding of LEAN methodology and implementation will put you at the top of the stack!

Skills

• Strong organizational skills
• Excellent communication skills
• Ability to multitask and prioritize effectively
• Attention to detail
• Problem-solving skills

Benefits

• Health & Wellness: Comprehensive Medical, Dental, and Vision insurance.
• Financial Security: 401K, Flexible Spending Accounts (FSA), Life and AD&D Insurance, and Disability Insurance.
• Peace of Mind: Identity Theft Protection and a dedicated Employee Assistance Program (EAP).
• Work-Life Balance: Generous PTO / Sick Time, plus 8 Paid Holidays and 1 Flex Holiday to recharge.
• Exclusive Perks: Massive discounts on our premium windows and doors to upgrade your own space, plus employee discounts on travel, apparel, electronics, restaurants, and more!

Pay

Commensurate with experience.

Schedule

Variates based on project demands.