Customer Experience Coordinator

Job Overview

Diamond Head Windows & Doors is seeking a professional, organized, and customer-focused Customer Experience Coordinator to serve as the first point of contact for our customers while ensuring a seamless front-office and customer service experience.

This role is responsible for creating a positive first impression by welcoming customers, answering inquiries, coordinating communication, and supporting the day-to-day administrative operations of the office. Beyond traditional receptionist responsibilities, this position helps ensure customers receive timely, accurate, and professional communication throughout their experience with the company while supporting efficient coordination between sales, operations, installation, and other departments.

The ideal candidate is service-oriented, highly organized, proactive, and enjoys building relationships while keeping multiple priorities moving. This individual takes ownership of the customer experience, identifies opportunities to improve processes, and contributes to the overall success of a growing organization.

The Opportunity

This is the seat at the front of the business. For most customers the first contact with Diamond Head is a phone call, an email, or a walk through our front door, and all three run through this person.

The company is growing and the front office has outgrown what a receptionist role covers. The Customer Experience Coordinator owns the front office and the customer communication that moves through it: the phones, the general inbox, the appointment calendar, and the paperwork that keeps jobs moving between sales, operations, installation, and service. Just as important, this is the person who notices that a customer has been waiting three days on an answer and gets it resolved.

What You’ll Own

• The front phone and the front door. Answer and route incoming calls, greet customers and vendors, and keep the lobby a place people are glad to sit in. Callers reach a person during business hours.
• Customer communication. Respond to customer questions by phone and email, confirm appointments, and communicate schedule changes before the customer has to ask. Stay professional when the news is not good.
• Follow-through to close. Track every open customer request in one place and stay on it until it is resolved. Escalate the ones that need a manager rather than letting them sit.
• The appointment calendar. Schedule and confirm customer appointments, and keep the calendar accurate when sales, installation, and service are all changing it.
• Records and documents. Scan, file, and enter customer and job records accurately, so the next person who opens the file can trust what is in it.
• Office operations. Mail, deliveries, supplies, and the day-to-day organization that keeps the office running.
• The process itself. Notice the questions we answer over and over, the handoffs that drop, and the steps that waste time. Write them down and propose the fix.

What We’re Looking For

Required

• Two or more years in customer service, reception, scheduling, or office administration.
• Clear, professional writing and phone presence. You can explain a delay to an unhappy customer and keep them a customer.
• Comfortable in Outlook, Word, and Excel, and quick to pick up new systems.
• Organized enough to hold twenty open items in a system rather than in your head.
• Accurate. A detail in a customer record is either right or it costs someone a day.
• Reliable attendance and punctuality. The front desk cannot be empty.
• High school diploma or equivalent.

Strongly preferred

• Experience in construction, home improvement, or another trade where jobs get scheduled, rescheduled, and installed.
• Experience with a CRM, dispatch, or scheduling system.
• Experience coordinating across departments rather than working a single queue.
• A record of improving a process, not only working inside one.

The Right Person

The person who does well here likes people and likes order, and doesn’t treat those as competing. They take ownership of a customer’s problem rather than simply passing it along. They stay calm when three things go wrong at once, follow up without being asked twice, and take pride in making sure customers feel taken care of.

They enjoy solving problems, keeping things organized, and working across departments to get things done. Over time, they become someone the rest of the team relies on because when something is handed to them, it gets handled.

If that sounds like you, and you want to grow with a locally owned company that takes customer service seriously, we’d like to hear from you.

Pay: $22.00 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $22 - $26