Customer Experience Coordinator

Generator Supercenter of North Chicago•Wheeling, IL

9d•$18 - $25•Onsite

About The Position

Generator Supercenter of Chicagoland provides whole-home backup power solutions designed to protect families and homes when the power goes out. We are growing quickly and looking for a friendly, organized, and highly responsive Customer Experience Coordinator to help provide an exceptional experience for our customers from their first interaction with us through installation and ongoing service. This is an ideal opportunity for someone early in their career who is great with people, organized, comfortable on the phone and computer, and enjoys helping customers. The Customer Experience Coordinator serves as a central point of communication between our customers and our sales, installation, and service teams. This position helps manage the customer journey from initial lead → sales appointment → permitting and project preparation → installation → inspection → service and maintenance. The role is heavily focused on customer communication, scheduling, follow-up, and coordination. You will answer customer questions, schedule appointments, proactively provide status updates, maintain accurate customer information, and help make sure every customer understands what happens next. This is not a technical generator position. We will teach you our products, systems, and processes. We are primarily looking for someone who is professional, dependable, organized, positive, and genuinely enjoys helping customers.

Requirements

High school diploma or GED required
Previous customer service, administrative, receptionist, scheduling, retail, hospitality, or office experience preferred
Strong verbal and written communication skills
Comfortable communicating by phone, email, and text
Basic proficiency with Microsoft Office, email, and web-based software
Strong organizational and time-management skills
Ability to accurately enter and maintain customer information
Ability to learn new systems and processes

Nice To Haves

Experience in any of the following is a plus:
Customer service
Appointment scheduling
Call center or customer support
Home services
HVAC, plumbing, electrical, roofing, solar, or construction companies
Automotive service departments
Property management
Medical or dental office scheduling
CRM or scheduling software

Responsibilities

Answer incoming customer phone calls, emails, texts, and general inquiries
Provide friendly, professional, and timely responses to customers
Help customers understand where they are in the process and what happens next
Proactively provide updates regarding appointments, permitting, scheduling, installation, inspections, service, and maintenance
Follow up on open customer questions and ensure issues are routed to the appropriate team member
Document customer conversations, commitments, and important information in company systems
Help resolve routine customer concerns and escalate more complex issues when appropriate
Respond to new customer inquiries and leads
Schedule in-home sales consultations
Confirm upcoming appointments with customers
Reschedule appointments when necessary
Maintain accurate customer contact and appointment information
Follow up with customers when additional information is needed
Help ensure leads receive timely communication and do not fall through the cracks
Welcome new customers after their generator purchase and explain the next steps in the installation process
Maintain regular communication while customers move through permitting and project preparation
Coordinate with permitting, operations, sales, and installation teams to provide accurate customer updates
Schedule installation appointments once projects are ready
Confirm installation dates, arrival windows, and customer expectations
Help coordinate inspection appointments and final project completion
Follow up after installation to ensure the customer had a positive experience
Answer service-related calls and help gather initial information from customers
Schedule generator service and maintenance appointments
Coordinate technician schedules with customer availability
Confirm appointments and communicate scheduling changes
Help customers understand routine maintenance programs and service options
Follow up on outstanding service items
Support recurring maintenance scheduling and customer retention efforts
Maintain accurate sales, installation, service, and maintenance schedules
Coordinate customer availability with internal teams and field technicians
Monitor upcoming appointments and proactively address scheduling conflicts
Communicate changes quickly and professionally
Ensure customers receive appointment confirmations and appropriate reminders
Maintain accurate customer information in our CRM and scheduling systems
Enter notes following customer interactions
Update project and appointment statuses
Upload and organize customer documentation when needed
Track outstanding customer requests and follow-up items
Assist the Office Manager and operations team with general administrative support