Customer Experience Coordinator at MID-AMERICAN GUNITE POOLS INC

Erlanger, Kentucky, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Dec, 25

Salary

0.0

Posted On

25 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Communication, Lead Qualification, CRM Software, Project Coordination, Administrative Support, Construction Management, Detail Orientation, Time Management, Teamwork, Integrity, Reliability, Self-Starter, Microsoft Office, Social Media Engagement, AI Tools, Residential Construction, Permitting Processes

Industry

Construction

Description

Description POSITION TITLE: CUSTOMER EXPERIENCE COORDINATOR FLSA STATUS: NON-EXEMPT Part-Time - ~30 hours / week LOCATION: ERLANGER, KY Mid-American Pools is a leading pool construction and pool service company in Cincinnati and the greater tri-state region. Mid-American is renowned for delivering luxury, complex, and large-scale pool projects with excellence. We pride ourselves on our commitment to excellence, quality, and client satisfaction. The Customer Experience Coordinator is not a commission-based sales role; instead, it blends the warmth of customer interaction with the structure of administrative support of our sales teams. The ideal candidate enjoys being a trusted point of contact for our prospective clients, helping people make decisions, and keeping projects organized. We invite you to learn more about us at https://midamericanpools.com and read on for a further description of the role. Key Responsibilities: Lead Qualification & Sales Support Screen and qualify inbound leads via phone, email, and web form submissions. Conduct initial discovery calls to gather project details and assess fit. Coordinate site visits and consultations for the sales team. Maintain accurate and up-to-date lead records in CRM. Follow up with unresponsive leads and nurture long-term prospects. Assist with other sales and marketing activities. Administrative & Construction System Management Enter and maintain client/project data in construction software systems (e.g., JobTread) Create and track project folders, forms, and documentation. Maintain up-to-date records of project status and progress milestones. Assist with scheduling and coordination between sales, operations, and subcontractors. Client Communication & Selections Serve as a communication bridge between homeowners and internal teams. Manage client touchpoints: schedule updates, milestone check-ins, and selections reminders. Guide clients through the material selection process (tile, plaster, coping, finishes, etc.) Track and document client decisions to ensure timely project progression. Permitting & Compliance Prepare and submit permit applications to local municipalities. Track permit status and follow up as needed to prevent project delays. Coordinate with surveyors, engineers, and inspectors, as necessary. Maintain organized records of permits, inspections, and related correspondence. Compensation & Benefits Competitive base hourly rate. Healthcare benefits offered (at 30 hours / week) – 100% company paid premiums for employee (~$6,300 cost to co.) Family healthcare insurance is available at cost. Dental benefits – 100% company paid premiums for employee (~$400 cost to co.) Family dental insurance is available at cost. $10,000 company paid life insurance with additional voluntary life available at employee expense. 401k plan with a 4% company match if the employee contributes 5%. Vision, STD/LTD available at employee expense. Requirements Required Qualifications Exhibit Mid-American Pool’s Core Values: Teamwork, Excellence, Customer Focus, Integrity, and Reliability. Excellent customer-facing communication skills. Excellent written and verbal communication skills 2–5 years of experience in administrative, customer service, or sales/project coordination Experience with CRM or construction project management software (e.g., JobTread, Buildertrend, CoConstruct) Familiarity with residential construction or permitting processes preferred. Highly organized, detail focused, and follow-through. Professional and positive demeanor with clients and coworkers. Self-starter comfortable juggling multiple responsibilities Ability to work quickly and effectively under pressure and manage multiple priorities. Proficiency with Microsoft Office Preferred Qualifications Previous experience with residential construction or renovation sales and customer communication in a similar role. Personable, with experience using social media professionally to engage audiences or promote services. Skilled and comfortable with use of AI tools. Additional Requirements: This is an onsite position at our facility in Erlanger, KY. Must be authorized to work in the United States. A criminal background check is required. Clean motor vehicle report and current driver's license required to be insured and operate company vehicle. Drug screens are NOT required for employment but can be required subsequently if warranted.

Responsibilities

The Customer Experience Coordinator will screen and qualify inbound leads, assist with sales support, and manage client communication throughout the project lifecycle. This role also involves administrative tasks related to project management and ensuring compliance with permitting processes.