Customer Experience Coordinator

Cintas • Vancouver, WA

13d • $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 role answers customer calls, assists with customer needs, schedules service, supports account reconciliation, prepares reports and invoices, secures permits, and orders items for occasional miscellaneous projects.

The coordinator serves as a liaison on fire-system matters and as a point of contact for scheduling-related issues involving fire suppression systems and fire marshal concerns. The role gathers information from service managers and technicians, resolves or de-escalates customer and fire marshal issues through technical knowledge and professional communication, and supports customers, vendors, and internal partners. It also schedules and dispatches technicians based on inspection frequency, customer requests, emergency calls, technician qualifications, workload, and route optimization. Additional work includes producing reports, accessing information through an external communications system, and assisting project managers with routine tasks and established procedures.

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 2 years of Fire Suppression Systems experience.
• Experience reading, understanding, and creating quotes.
• Fire certifications.

Responsibilities

• Answer customer calls and assist with customer needs.
• Schedule customer service and dispatch technicians to customer sites based on inspection frequency, customer requests, emergency calls, technician workload and skills, and route optimization.
• Serve as a liaison on alarm, portable extinguisher, suppression, and sprinkler systems, providing customers with relevant and accurate information.
• Support interdepartmental relationships and provide problem-solving assistance to internal teams.
• Act as the scheduling department's main point of contact for issues involving fire suppression systems and fire marshal concerns.
• 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.
• Assist with account reconciliation and prepare reports and invoices.
• Collect data from standard sources and enter it into standard formats to produce accurate reports.
• Use the external communications system to access information for specified purposes.
• Secure permits and order items for occasional miscellaneous projects.
• Provide operational support to customers, vendors, and internal partners using fire suppression system knowledge.
• Support project managers with simple tasks and established procedures related to resolving fire suppression issues.

Benefits

• Medical, dental, and vision benefits, with premiums below the national average and four medical plan options, including one 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