Customer Experience Coordinator

Northstar Summit•Idaho Falls, ID

10h•Onsite

About The Position

Northstar Summit is seeking a friendly, organized, and customer-focused professional to become the first point of contact for our companies. The primary responsibility of this position is managing incoming customer communication. You will be one of the first voices our customers hear and one of the first faces they see. Every phone call, website inquiry, email, and walk-in customer helps shape the customer experience, making this one of the most important positions within our organization. This position serves as one of the primary phone operators for Cherry Glass & Aluminum and American Pump & Drilling, answering incoming calls, gathering information, helping customers, taking accurate messages, and ensuring every inquiry reaches the appropriate person quickly and professionally. While this position is physically based at the Cherry Glass office in Idaho Falls, it provides customer communication and administrative support for multiple Northstar Summit companies, primarily Cherry Glass & Aluminum and American Pump & Drilling. You'll also greet customers and visitors, serve as the front-line representative for the company, and act as a professional gatekeeper for leadership and other team members. Beyond customer communication, you'll assist with online lead management, administrative support, coordination between office and field teams, light social media posting, and a variety of day-to-day office responsibilities that help keep our companies operating smoothly. This is a high-impact position that helps keep communication flowing between our customers, field teams, and office staff. The right person will quickly become an indispensable part of our daily operations.

Requirements

Outstanding customer service skills.
Friendly, professional, and confident communication.
An excellent telephone presence.
Strong written communication skills.
Exceptional organizational abilities and attention to detail.
Ability to multitask while maintaining accuracy.
Strong problem-solving and critical-thinking skills.
A positive attitude and willingness to take ownership.
Confidence interacting with customers, coworkers, and leadership.
Comfort learning and using office software, CRM systems, and project management tools.
Dependability and a strong work ethic.

Nice To Haves

Prior experience in customer service, reception, office administration, dispatching, construction, home services, or related industries is preferred but not required.
Experience managing business social media accounts is helpful but not required.

Responsibilities

Serve as one of the primary people responsible for answering incoming phone calls for Cherry Glass & Aluminum and American Pump & Drilling.
Answer calls promptly with a friendly, professional, and helpful attitude.
Listen carefully to customer needs and gather the information necessary to determine the appropriate next step.
Route calls to the correct estimator, project manager, technician, driller, pump specialist, office staff member, or member of leadership.
Take complete and accurate messages when team members are unavailable.
Provide basic scheduling, project, order, or service updates when information is available.
Follow up internally to ensure customer requests and messages are handled promptly.
Help prevent customers from being transferred multiple times by directing them to the right resource the first time.
Maintain professionalism and composure when assisting frustrated or concerned customers.
Deliver an exceptional customer experience during every interaction.
Welcome customers, vendors, applicants, and visitors entering the Cherry Glass office.
Provide a warm, professional, and helpful first impression.
Assist walk-in customers and connect them with the appropriate team member.
Act as a gatekeeper by screening and directing calls, visitors, and requests appropriately.
Receive deliveries, payments, paperwork, and customer documents.
Maintain a clean, organized, and welcoming front-office environment.
Monitor incoming customer inquiries from company websites, online forms, email, and other digital channels.
Respond promptly and professionally to website and online inquiries.
Gather project or service information from prospective customers.
Enter customer information accurately into company software.
Route new leads to the appropriate company, estimator, project manager, or department.
Follow up with customers when additional information is needed.
Help ensure no customer inquiry or lead falls through the cracks.
Maintain accurate records of customer communications and lead activity.
Perform general office duties including filing, scanning, scheduling, document preparation, data entry, and recordkeeping.
Assist with organizing customer files and maintaining accurate information within company software.
Support project managers, accounting, leadership, estimators, and other office personnel with administrative tasks.
Assist the Cherry Glass residential estimator with scheduling, customer communication, organizing project information, and other administrative support as needed.
Coordinate communication between office staff and field personnel.
Help organize appointments, schedules, and customer follow-up.
Assist with special projects and other administrative responsibilities as assigned.
Assist with light social media posting for Northstar Summit and its family of companies.
Publish approved company updates, hiring announcements, project highlights, community involvement, employee recognition, and other basic content.
Monitor social media messages and direct customer inquiries to the appropriate team member.
Help maintain a professional and consistent company voice across communication channels.
Coordinate with leadership before publishing content requiring approval.
Assist with gathering photos and project information for future posts.