Customer Experience Coordinator

Cintas • Ft. Myers, FL

13d

About The Position

The Customer Experience Coordinator provides customer service to internal partners and customers using 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 places orders for occasional miscellaneous projects.

The coordinator serves as a point of contact for fire-system questions and issues, supports internal teams with procedural tasks and problem solving, and schedules and dispatches field technicians based on workload, skills, routes, inspection frequency, customer requests, and emergency calls. The role gathers information from service managers and technicians to understand or de-escalate situations and resolve customer or fire-marshal concerns through technical knowledge and professional communication. It also involves producing reports from standard data sources, using an external communications system, and supporting project managers with established procedures related to fire-suppression issues.

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

Responsibilities

• Serve as a liaison on alarm, portable extinguisher, suppression, or sprinkler systems, providing customers with relevant and accurate information.
• Carry out procedural tasks that support interdepartmental relationships and provide problem-solving solutions to internal teams.
• Manage the workload of assigned field technicians based on available work, technician knowledge and skills, and route optimization.
• Assist partners with concerns related to fire-suppression systems and fire-marshal issues, serving as the scheduling department's main point of contact for these issues.
• 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.
• Collect data from standard sources and produce accurate reports in standard formats.
• Use the external communications system to access information for specified purposes.
• Provide operational support to customers, vendors, and internal partners using knowledge of fire-suppression systems.
• Schedule and dispatch technicians to customer sites according to inspection frequency, customer requests, and emergency service calls.
• Support project managers by completing simple tasks and following established procedures related to fire-suppression issues.
• Answer customer calls, assist with customer needs, schedule service, assist with account reconciliation, prepare reports and invoices, secure permits, and order for occasional miscellaneous projects.

Benefits

• Comprehensive medical, dental, and vision benefits, with premiums below the national average.
• Four medical plan options, including one offered at no 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