Technician Dispatcher - Customer Experience Coordinator

The Tustin Group•Norristown, PA

37d

About The Position

The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external stakeholders. Responsibilities encompass coordinating field service technicians' schedules, managing customer inquiries, and handling daily administrative tasks to uphold a superior level of customer experience.

Requirements

High school diploma or equivalent; two plus years of coordinator experience or a similar role, or an equivalent combination of education and experience.
Proficient in spoken and written English, with the ability to effectively communicate and present information to various stakeholders.
Comfortable with basic mathematical concepts and their practical application in day-to-day tasks.
Strong problem-solving skills and the ability to interpret instructions accurately.
Proficient in using inventory and scheduling software, internet applications, spreadsheet software (Excel), and word processing software.

Responsibilities

Deliver outstanding customer experiences, exceeding expectations, and maintaining proactive communication with both internal and external customers.
Cultivate and nurture strong relationships with customers through effective and timely communication channels.
Collaborate closely with the Customer Experience Team and Service Manager to coordinate service efforts and efficiently address any arising issues.
Ensure prompt and knowledgeable responses to service calls and emails, always demonstrating a customer-centric approach.
Effectively dispatch service personnel based on their skills, the nature of the request, and their location, utilizing GPS technology for optimal efficiency.
Conduct daily audits of service reports, adhering to established procedures to ensure accuracy and completeness.
Act as a dedicated customer advocate, capturing feedback and reporting it to the CARE and Leadership Team for continuous improvement.
Build and maintain relationships within the broader Tustin Group network to facilitate collaboration and support.
Contribute valuable insights to weekly manpower meetings regarding work progress, customer relations, and other operational matters.
Execute all duties outlined in the service coordinator training program with diligence and attention to detail.
Provide support for special projects as assigned by managers or supervisors, adapting flexibly to evolving responsibilities.