Customer Experience Coordinator

Cintas • Plainville, CT

6d • $21 - $27

About The Position

The Customer Experience Coordinator provides customer service to internal partners and customers by applying knowledge of alarm systems, portable fire extinguishers, suppression systems, or sprinkler systems. The position responds to customer calls and needs, schedules service, assists with account reconciliation, prepares reports and invoices, secures permits, and places orders for occasional miscellaneous projects.

The coordinator serves as a liaison on fire-system matters, supports interdepartmental workflows, and helps solve problems for internal teams. The role manages field-technician workloads based on available work, technician skills, and route optimization, and acts as the scheduling department’s main contact for concerns involving fire suppression systems and fire marshal issues. It gathers information from Service Managers and technicians to understand or de-escalate situations and resolves customer or fire marshal problems through technical knowledge and professional communication.

The role also produces reports using data from standard sources, uses an external communications system to access information, and provides operational support to customers, vendors, and internal partners. It schedules and dispatches technicians for inspections, customer requests, and emergency service calls, and supports project managers with straightforward tasks following established procedures for resolving fire suppression issues.

Requirements

• High school diploma or GED.
• Excellent phone demeanor and customer service experience, including answering and transferring calls.

Nice To Haves

• Proficiency with the Microsoft Office Suite.
• At least two years of Fire Suppression Systems experience.
• Experience reading, understanding, and creating quotes.
• Fire certifications.

Responsibilities

• Serve as a liaison regarding alarm, portable extinguisher, suppression, or sprinkler systems and provide customers with relevant, accurate information.
• Carry out procedural tasks that support interdepartmental relationships and provide problem-solving solutions to internal teams.
• Manage assigned field technicians’ workloads based on available work, technician knowledge and skills, and route optimization.
• Assist partners with concerns related to fire suppression systems and fire marshal issues, serving as the scheduling department’s main point of contact for these issues.
• Gather information from Service Managers and technicians to understand or de-escalate situations, and resolve problems with customers or fire marshals using technical knowledge and professional communication.
• Collect data from standard sources and produce accurate reports in standard formats.
• Use the external communications system to access information for specified purposes.
• Provide operational support to customers, vendors, and internal partners using fire suppression system knowledge.
• Schedule and dispatch technicians to customer sites for scheduled inspections, customer requests, and emergency service calls.
• Support project managers by performing simple tasks and following established procedures related to fire suppression issue resolution.
• Answer customer calls, assist with customer needs, schedule service, assist in account reconciliation, prepare reports and invoices, secure permits, and order items for occasional miscellaneous projects.

Benefits

• Medical, dental, and vision benefits with premiums below the national average.
• Four medical plan options, including one offered at zero cost.
• Competitive pay.
• 401(k) with company match, profit sharing, and Employee Stock Ownership Plan (ESOP).
• Disability, life, and AD&D insurance, 100% company paid.
• Paid time off and holidays.
• Skills development, training, and career advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED