Customer Experience Coordinator (Part-Time) 16-24 hours a week

Above Roofing Inc.•Jenison, MI

2d•$17 - $19

About The Position

Above Roofing has been a trusted name in roofing for over 28 years, committed to providing quality, reliability, and exceptional customer service. Our team takes pride in raising industry standards, putting our clients first, and fostering a supportive and professional work environment. We are growing and seeking a Customer Experience Coordinator to join our team. Position Overview: The Part-Time Customer Experience Coordinator supports sales, marketing, and customer service by ensuring a smooth customer journey from first contact through scheduling qualified leads. This role requires strong technology skills, including CRM proficiency, fluency in Google Workspace, and the ability to quickly adopt new tools. The coordinator assists with sales and marketing initiatives, manages lead scheduling, and serves as a key communication link between departments. The role also includes light people-and-culture support, such as participating in culture-fit interviews and team initiatives. Flexibility is essential, as this position supports special projects and leadership-driven priorities. Exceptional phone skills are critical, as this role is often the first point of contact and sets the tone for the customer experience.

Requirements

DiSC Profile: Best fit – S/C, C/S, or SiC (high consistency, accuracy, and responsiveness)
Professional & friendly phone etiquette (3+ years of customer service experience preferred)
Excellent verbal and written communication skills
Proficiency in CRM systems (JobNimbus), Google Suite, and Microsoft Office
Accurate & efficient typing skills (minimum of 45-55 WPM)
Strong attention to detail, organization, and time management skills
Ability to multi-task, prioritize, and adapt to changing demands
Consistent on-time attendance and ability to anticipate company and customer needs

Nice To Haves

Familiarity with Canva, Adobe, LeadScout, HailTrace, Project Map It, ConstantContact, and Handwrytten is a plus

Responsibilities

Answer and direct calls professionally, ensuring calls are answered by the third ring 90% of the time
Qualify potential clients based on company guidelines and schedule estimates
Maintain the office schedule and ensure adequate coverage
Monitor and respond to emails, text messages, voicemails, and web inquiries
Respond to and manage Google reviews
Post and manage social media content on platforms such as Facebook, Instagram, NextDoor, Google Business Profile, PMI
Maintain and update customer information in JobNimbus (CRM)
Assist estimators with administrative tasks and paperwork processing
Ensure smooth coordination between office, sales, and production teams
Send appointment reminders and thank-you gifts to clients
Handle customer questions, complaints, and concerns professionally
Monitor and report department key performance indicators (KPIs)
Assist in company events, marketing activities, and direct mail campaigns (Handwritten)
Help with hiring processes and new employee onboarding
Maintain office supplies, company apparel, and staff refreshments within budget
Participate in weekly team meetings and office huddles