Customer Experience Coordinator at NXC Watermark LLC

Lebanon, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

0.0

Posted On

11 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Call Handling, Scheduling, Job Coordination, Customer Follow-Up, Retention, Administrative Support, Team Support, ServiceTitan, Communication, Detail-Oriented, Problem Solving, Trust Building, Professionalism, Fast-Paced Environment, Payment Handling

Industry

Construction

Description

Description Nixco Plumbing is seeking a Customer Experience Coordinator to be the front line of our customer experience. This role is much more than answering phones it’s about guiding customers through their service journey, creating trust, and ensuring every interaction reflects the high standards Nixco is known for. This is a full-time, in-office position for someone who is confident on the phone, detail-oriented, and motivated to deliver exceptional customer experience in a fast-paced home services environment. Key Responsibilities Customer Experience & Call Handling Serve as the first point of contact for incoming customer calls, providing a friendly, professional, and confident experience. Clearly identify the customer’s issue, ask the right questions, and ensure accurate information is captured. Schedule service calls efficiently using ServiceTitan (or demonstrate a strong willingness to learn). Communicate expectations clearly regarding arrival windows, evaluations, and next steps. Handle payments over the phone accurately and professionally when required. Requirements Scheduling & Job Coordination Book, update, and manage service appointments to support efficient routing and technician success. Follow established SOPs for emergency calls, after-hours bookings, deposits, and COD customers. Monitor job status and proactively communicate updates or delays to customers. Ensure jobs are properly tagged and documented so technicians have the information they need in the field. Customer Follow-Up & Retention Follow up on open estimates, missed calls, and customer inquiries using approved scripts and processes. Help resolve customer concerns or escalate appropriately to management when needed. Support a consistent post-service experience by reinforcing trust, clarity, and professionalism. Administrative & Team Support Maintain accurate customer records, notes, and job details in ServiceTitan. Support the office and operations team with daily coordination and communication. Adhere to established processes while also providing feedback to help improve workflows and customer experience.

Responsibilities

The Customer Experience Coordinator serves as the first point of contact for customer calls, ensuring a professional and friendly experience. They are responsible for scheduling service calls, managing customer inquiries, and maintaining accurate records.