Client Experience Coordinator

Prime Plumbing and Drains•Noblesville, IN

6h•Onsite

About The Position

Prime Plumbing & Drains is seeking a Client Experience Coordinator to take ownership of customer relationships, helping customers feel confident from their first inquiry through completed service and beyond. The coordinator shares responsibility with the Office Coordinator for incoming calls, service requests, scheduling, the Gmail inbox, and daily customer needs, while focusing on strengthening customer relationships and the company’s public presence. The role reports directly to the Director of Operations and works closely with the Office Coordinator and the office and field teams. The company offers direct coaching and opportunities to take on increasing responsibility as the employee’s skills, judgment, and understanding of the business grow. The role is based at 15196 Cumberland Road and has a variable Monday-through-Friday schedule. Compensation is listed as $18. Benefits and paid time off include health-related accounts and retirement matching, among other benefits.

Requirements

Receive feedback openly, apply it, and take responsibility for improvement.
Notice what needs attention and take appropriate next steps without repeated reminders.
Keep commitments, track unfinished work, and follow through.
Use sound judgment about when to act independently and when to ask for help.
Adapt priorities as calls and business needs change.
Listen carefully, speak clearly, and write accurate, thoughtful emails, review replies, and social media posts.
Maintain accurate records and reporting with attention to detail.
Handle conversations about overdue balances, customer concerns, and booking requests professionally and respectfully.
Share information, support coworkers, and contribute to the success of the whole business.

Nice To Haves

Relevant experience in customer service, scheduling, hospitality, restaurants, retail, account support, collections, or office coordination.

Responsibilities

Respond to calls, emails, texts, and online inquiries professionally, warmly, and with a clear next step.
Explain services to potential customers and guide them toward booking.
Schedule appointments, document customer needs, and coordinate with the office and field teams to keep customers informed.
Communicate consistently with referrals and follow through on their needs.
Follow up on open inquiries and outstanding estimates, answer questions, and help customers move forward.
Address customer concerns calmly, involve the appropriate team member when needed, and follow through until the customer receives an answer.
Check in after service, request honest reviews, and identify opportunities for repeat business and referrals.
Manage Google review replies and create social media posts reflecting the company’s work, people, and values.
Maintain complete and accurate customer records in ServiceTitan and document follow-up activity.
Prepare and maintain accurate reports to help leadership understand customer activity, opportunities, and results.
Follow up respectfully on outstanding balances, document conversations and payment commitments, and coordinate unresolved accounts with leadership.
Suggest ideas, identify gaps, and help improve customer service and teamwork.