Customer Experience Coordinator

NXC Watermark LLC • Lebanon, OH

2d • Onsite

About The Position

Nixco Plumbing is seeking a Customer Experience Coordinator to be the front line of our customer experience. This role is much more than answering phones it’s about guiding customers through their service journey, creating trust, and ensuring every interaction reflects the high standards Nixco is known for.

This is a full-time, in-office position for someone who is confident on the phone, detail-oriented, and motivated to deliver exceptional customer experience in a fast-paced home services environment.

Requirements

• confident on the phone
• detail-oriented
• motivated to deliver exceptional customer experience in a fast-paced home services environment
• Scheduling & Job Coordination
• Follow established SOPs for emergency calls, after-hours bookings, deposits, and COD customers.
• Monitor job status and proactively communicate updates or delays to customers.
• Ensure jobs are properly tagged and documented so technicians have the information they need in the field.
• Customer Follow-Up & Retention
• Follow up on open estimates, missed calls, and customer inquiries using approved scripts and processes.
• Help resolve customer concerns or escalate appropriately to management when needed.
• Support a consistent post-service experience by reinforcing trust, clarity, and professionalism.
• Administrative & Team Support
• Maintain accurate customer records, notes, and job details in ServiceTitan.
• Support the office and operations team with daily coordination and communication.
• Adhere to established processes while also providing feedback to help improve workflows and customer experience.

Responsibilities

• Serve as the first point of contact for incoming customer calls, providing a friendly, professional, and confident experience.
• Clearly identify the customer’s issue, ask the right questions, and ensure accurate information is captured.
• Schedule service calls efficiently using ServiceTitan (or demonstrate a strong willingness to learn).
• Communicate expectations clearly regarding arrival windows, evaluations, and next steps.
• Handle payments over the phone accurately and professionally when required.
• Book, update, and manage service appointments to support efficient routing and technician success.
• Follow established SOPs for emergency calls, after-hours bookings, deposits, and COD customers.
• Monitor job status and proactively communicate updates or delays to customers.
• Ensure jobs are properly tagged and documented so technicians have the information they need in the field.
• Follow up on open estimates, missed calls, and customer inquiries using approved scripts and processes.
• Help resolve customer concerns or escalate appropriately to management when needed.
• Support a consistent post-service experience by reinforcing trust, clarity, and professionalism.
• Maintain accurate customer records, notes, and job details in ServiceTitan.
• Support the office and operations team with daily coordination and communication.
• Adhere to established processes while also providing feedback to help improve workflows and customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed