Customer Experience Coordinator

Overview WHY COOLSYS? At CoolSys, we offer more than just a job—we provide stability, growth, and industry-leading benefits for our employees. No wonder Newsweek named CoolSys one of America’s Greatest Workplaces! As a large company serving diverse customers, we invest in our team with: Competitive Compensation Ongoing Education & Training: Access to state-of-the-art facilities and paid online training. Comprehensive Benefits: Medical, Dental, Vision, and Prescription coverage, paid vacation/holidays, and a 401(K) match. Year-Round, Diverse Work: Stay engaged with consistent, interesting projects throughout the year, working across various industries and systems to keep learning and growing. Extra Perks: Quarterly bonus plan, tuition reimbursement, employee discounts on vehicles, hotels, theme parks, pet insurance, and more. Join us and advance your career while working with top-tier clients in the HVAC and refrigeration industry! Responsibilities The Customer Experience Coordinator plays a pivotal role in managing customer relationships, ensuring service satisfaction, and supporting operational efficiency. ESSENTIAL DUTIES AND RESPONSIBILITIES Addresses inquiries, schedules service appointments, and resolves issues promptly. Maintain and update customer accounts, ensuring accurate records of service history, billing information, and communication logs. Schedule and dispatch technicians for service calls, ensuring optimal routing and timely service delivery Generate and process invoices, handle billing inquiries, and assist with payment collections. Promote service agreements, maintenance plans, and additional services to customers, contributing to revenue growth. Address and resolve customer complaints or concerns, escalating issues when necessary to ensure customer satisfaction Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety). Performs other duties as assigned. Qualifications Education / Training High school diploma or GED. Completion/certification from an accredited business/office vocational school a plus. AA degree a plus. Work Experience / Skills 1-2 years experience in a fast-paced and mission critical response environment. Ability to handle multiple tasks concurrently. Stay calm under pressure. Able to actively listen skills to effectively address customer needs. Highly organized and strong attention to detail. Excellent verbal and written communication skills. Strong sense of urgency. “Can do” attitude and demonstrated commitment to get the job done. Reliable and dependable. Friendly and helpful demeanor. Ability to understand and follow all company policies and procedures and all applicable State and Federal laws. Strong ability to use typical business tools including E-Mail, Word, Excel, etc. Join Us Today, there are 27 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth! Connect with us on Facebook and X. CoolSys is an EEO/AA Employer. All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply. Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance. The Customer Experience Coordinator plays a pivotal role in managing customer relationships, ensuring service satisfaction, and supporting operational efficiency. ESSENTIAL DUTIES AND RESPONSIBILITIES Addresses inquiries, schedules service appointments, and resolves issues promptly. Maintain and update customer accounts, ensuring accurate records of service history, billing information, and communication logs. Schedule and dispatch technicians for service calls, ensuring optimal routing and timely service delivery Generate and process invoices, handle billing inquiries, and assist with payment collections. Promote service agreements, maintenance plans, and additional services to customers, contributing to revenue growth. Address and resolve customer complaints or concerns, escalating issues when necessary to ensure customer satisfaction Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety). Performs other duties as assigned. Education / Training High school diploma or GED. Completion/certification from an accredited business/office vocational school a plus. AA degree a plus. Work Experience / Skills 1-2 years experience in a fast-paced and mission critical response environment. Ability to handle multiple tasks concurrently. Stay calm under pressure. Able to actively listen skills to effectively address customer needs. Highly organized and strong attention to detail. Excellent verbal and written communication skills. Strong sense of urgency. “Can do” attitude and demonstrated commitment to get the job done. Reliable and dependable. Friendly and helpful demeanor. Ability to understand and follow all company policies and procedures and all applicable State and Federal laws. Strong ability to use typical business tools including E-Mail, Word, Excel, etc.