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Customer Experience Coordinator (Electrical, HVAC & Plumbing) (Jacksonville)
Kwick Lights, LLC
3665 Spring Park Rd
compensation:
$18/hr
employment type:
full-time
experience level:
mid level
job title:
Customer Experience Coordinator
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Schedule: Monday – Friday, 8:00 AM – 5:00 PM
Employment Type: Full-Time, Hourly (up to 40 hours per week)
About the Role
We're looking for a friendly, organized, and tech-savvy Customer Experience Coordinator to be the first point of contact for our customers. This role is about much more than answering phones—you'll own the customer experience from the first inquiry through completed work and final payment.
You'll communicate with residential and commercial customers by phone, text, email, and our business systems while coordinating with our office and field teams to keep jobs moving. You'll serve as the customer's advocate within our company, ensuring every lead and every customer receives timely communication, proactive follow-up, and an exceptional experience from first contact through final payment.
If you enjoy helping people, learning new technology, solving problems, and being part of a growing company that's continually improving its processes, we'd love to hear from you.
What You'll Do
- Serve as the primary point of contact for inbound and outbound customer communications via phone, text, email, and service applications.
- Professionally greet customers, understand their needs, and route requests to the appropriate team or next step.
- Guide customers through the entire service lifecycle—from initial inquiry and scheduling through estimates, completed work, invoicing, payment, and follow-up.
- Proactively follow up on new leads, estimates, scheduling opportunities, invoices, and customer questions to ensure every customer receives timely, consistent communication.
- Manage leads from multiple sources, including phone calls, online inquiries, online orders, and platforms such as Google Local Services, including handling disputes or credits when necessary.
- Process, coordinate, and monitor online orders, ensuring accurate fulfillment, timely customer communication, and proper documentation within our business systems.
- Coordinate scheduling, estimates, inventory, job updates, and communication between customers and field personnel.
- Create, send, and follow up on invoices while helping customers with payment questions and ensuring timely collection.
- Maintain accurate customer, lead, estimate, job, invoice, and order records across multiple business systems.
- Work comfortably across multiple applications, including service management software, telephony systems, email, vendor portals, e-commerce platforms, and other business tools.
- Learn the fundamentals of our electrical, HVAC, and plumbing services to better assist customers.
- Collaborate with teammates to resolve customer concerns, improve workflows, and contribute ideas that enhance the customer experience.
- Represent our company with professionalism, positivity, and genuine care for our customers.
What We're Looking For
- Outstanding customer service and communication skills.
- A friendly, professional, and positive attitude.
- Strong organizational skills with excellent attention to detail.
- High computer proficiency and the ability to quickly learn new software and technology.
- Comfortable working across multiple systems while managing customer conversations.
- Ability to prioritize competing responsibilities and stay organized as new requests arise throughout the day.
- Strong problem-solving skills and sound judgment.
- Willingness to learn the basics of electrical, HVAC, and plumbing services.
- Adaptable, dependable, and committed to continuous improvement.
Preferred Qualifications
- Experience in customer service, dispatching, scheduling, office administration, or service coordination.
- Experience with CRM, dispatching, service management, e-commerce, or ERP software.
- Experience with home service businesses or lead generation platforms such as Google Local Services is a plus.
- Familiarity with the electrical, HVAC, plumbing, construction, or home services industries is a plus—but not required.
What Success Looks Like
Successful candidates take ownership of the customer experience. You're someone customers enjoy speaking with, who communicates clearly, follows through on commitments, keeps information accurate, and ensures nothing falls through the cracks. You embrace technology, adapt to changing processes, and take pride in delivering an exceptional experience for both customers and teammates.
If you're looking for a role where your communication, organization, and problem-solving skills make a meaningful impact every day, we'd love to hear from you.
- Principals only. Recruiters, please don't contact this job poster.