Customer Experience Coordinator

New Jersey Resources • Farmingdale, NJ

2d • Onsite

About The Position

NJR Home Services, a subsidiary of New Jersey Resources, is seeking a Customer Experience Coordinator to respond promptly and professionally to customer requests for NJR Home Services. Deliver a seamless, personalized experience in every interaction- building satisfaction and fostering long-term customer loyalty.

Requirements

• High school diploma or equivalent is required
• At least two years of related experience is required.
• Excellent customer service skills.
• Proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).
• Excellent verbal and written communication skills.
• Detail-oriented with excellent organizational skills.
• Demonstrated skills in fact-based analysis and problem solving.
• Ability to utilize creativity in generating ideas and implementing solutions.

Nice To Haves

• an associate or bachelor’s degree is preferred.

Responsibilities

• Respond promptly to customer inquiries and service requests submitted through the company website.
• Advise customers on comfort plans, ensures customers are informed and supported through the process.
• Schedule appointments for outside sales representatives and follow-up on existing leads.
• Support outside sales representatives with financing and rebates.
• Conduct outbound calls to gather customer feedback following installations and service identifying opportunities to enhance the customer experience.
• Make outbound calls to new comfort plan customers to explain their plan benefits and ensure understanding of services included.
• Collaborate with the marketing team to strategically plan and execute customer-focused campaigns and promotions.
• Collect and analyze customer survey data to identify trends, strengths, and areas for improvement.
• Maintain strong communication and collaboration with field personnel and the customer service team.
• Assist with the preparation and processing of permits required for installations as needed.
• Support continuous improvement initiatives by providing insights and feedback based on customer interactions.
• Assist in creating a consistent and positive brand experience across all customer touchpoints.

Benefits

• Day one medical coverage, including prescription, vision and dental plans
• 401(k) plan with a generous company match
• Employee Stock Purchase Program
• Wellness perks, including free on and off site fitness centers and other programs
• A confidential Employee Assistance Program
• Professional development and tuition reimbursement
• Vacation and company-paid holidays
• Flexible work arrangements with many roles offering hybrid options based on job responsibilities and business needs.

What This Job Offers

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