Customer Experience Coordinator I

Empower Home Services•Clovis, CA

11d•$19 - $24•Onsite

About The Position

The Customer Experience Coordinator I is the primary point of contact for customers throughout the pre-installation and post-installation process. This role manages day-to-day customer inquiries, provides timely and accurate support, resolves issues whenever possible on the first contact, and ensures customers remain informed throughout their experience. The coordinator identifies concerns that require additional support and escalates them through the established process while maintaining a positive experience for customers and internal partners. Success is measured by the quality of customer interactions, customer satisfaction (CSAT), first contact resolution, response times, and the overall ease of doing business with Empower.

Requirements

High School Degree
1-2 years related experience in Customer Service.
Ability to make sound, independent judgments
Capacity and desire to expand knowledge of software capabilities
Take initiative to plan, organize, and complete assignments independently
Initiate, maintain, and complete both short term and long-term projects simultaneously
Able to work independently and work effectively as a member of a team
Able to handle regular interruptions to serve the needs of others while maintaining focus on multiple priorities and short and long term deadlines
Able to finish projects both quickly and accurately
Able to proactively seek out ways to improve upon existing methodologies
Maintain the highest level of integrity and confidentiality
Establish and maintain cooperative relationships with employees, maintaining a warm and professional manner with a positive employee relations and customer service mindset

Nice To Haves

1-2 years related experience in Solar, Roofing, or General Construction preferred

Responsibilities

Serve as the primary point of contact for customers by handling inbound and outbound pre-installation and post-installation inquiries.
Provide timely, accurate, and professional support while resolving customer questions and concerns whenever possible during the first interaction.
Deliver a positive customer experience through proactive communication and follow-up.
Identify customer issues that require additional support or authority and escalate them through the established escalation process with complete documentation and context.
Ensure complex customer concerns are transitioned smoothly to the appropriate level for resolution while maintaining clear communication with the customer.
Follow established customer communication standards, including the use of Call Pilot and other required service processes.
Maintain accurate records of customer interactions and ensure all communications meet company quality expectations.
Contribute to departmental performance goals by supporting improvements in Customer Satisfaction (CSAT), First Contact Resolution (FCR), response times, and call abandonment rates.
Take ownership of resolving customer issues efficiently while delivering a consistent, high-quality customer experience.
Partner effectively with Sales and other internal departments by providing timely, accurate information and support.
Communicate recurring customer concerns and operational challenges to leadership to help improve processes and reduce internal friction.
Participate in cross-training initiatives to provide operational coverage and maintain business continuity.
Continuously develop product, process, and customer service knowledge to support team success and career growth.