What are the responsibilities and job description for the Customer Experience Coordinator position at The Tustin Group?
Job Summary :
The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external stakeholders. Responsibilities encompass coordinating field service technicians' schedules, managing customer inquiries, and handling daily administrative tasks to uphold a superior level of customer experience.
Job Responsibilities :
- Deliver outstanding customer experiences, exceeding expectations, and maintaining proactive communication with both internal and external customers.
- Cultivate and nurture strong relationships with customers through effective and timely communication channels.
- Collaborate closely with the Customer Experience Team and Service Manager to coordinate service efforts and efficiently address any arising issues.
- Ensure prompt and knowledgeable responses to service calls and emails, always demonstrating a customer-centric approach.
- Effectively dispatch service personnel based on their skills, the nature of the request, and their location, utilizing GPS technology for optimal efficiency.
- Conduct daily audits of service reports, adhering to established procedures to ensure accuracy and completeness.
- Act as a dedicated customer advocate, capturing feedback and reporting it to the CARE and Leadership Team for continuous improvement.
- Build and maintain relationships within the broader Tustin Group network to facilitate collaboration and support.
- Contribute valuable insights to weekly manpower meetings regarding work progress, customer relations, and other operational matters.
- Execute all duties outlined in the service coordinator training program with diligence and attention to detail.
- Provide support for special projects as assigned by managers or supervisors, adapting flexibly to evolving responsibilities.
Experience / Education :
Physical Demands / Working Conditions :
