Marketing & Customer Success Coordinator

Job Title: Marketing & Customer Experience Coordinator

Reports to: President

Location: Weymouth, MA (Hybrid or Fully Remote Option)

Compensation: $55-70K

Position Summary: The Marketing & Customer Experience Coordinator is responsible for the entire customer journey—from the moment a lead sees an ad to the moment they hang up with a booked appointment. You will own the marketing budget, brand strategy, and lead generation, while simultaneously leading the Call Center to ensure maximum conversion, high-quality service, and team growth.

Key Responsibilities:

1.     Marketing & Lead Generation

• Strategic planning: develop and execute an annual marketing plan that aligns with the company’s revenue goals and seasonal HVAC/Plumbing demand
• Advertising channel management: oversee all advertising channels including Google LSA, SEO, direct mail, social media, etc.
• Budget accountability: manage the marketing budget to maintain an optimal Cost Per Lead (CPL) and Customer Acquisition Cost (CAC)
• Brand voice: Ensure all outward-facing materials reflect the company’s reputation for quality and reliability

2. Call Center Operations

• Daily Management: lead, mentor, and manage a team of Customer Service Representatives (CSRs)
• Process optimization: work closely with the lead dispatcher to ensure CSRs provide information essential for efficient and optimal job bookings
• Conversion optimization: monitor call logs and booking rates to ensure the team is maximizing every lead generated by the marketing department
• Training & development: create and deliver ongoing training programs focused on phone scripts, empathy, objection handling, and sales skills
• Quality control: listen to recorded calls daily to provide coaching and ensure high standards of customer etiquette

3. Reporting & Accountability

• Direct reporting: Provide recurring reports to the President on marketing ROI and call center performance
• Capacity alignment: work closely with the General Manager and Service Manager to ensure lead generation matches the current technician headcount and capacity

Required Skills & Qualifications:

• Experience: preferably 2 years of experience in marketing management or call center leadership (preferably in Home Services/Trades)
• Technical proficiency: knowledge of ServiceTitan (or similar CRM), Google Analytics, and lead-tracking software
• Leadership style: "Player-Coach" who isn't afraid to jump on the phones to show the team how it’s done

Key Performance Indicators (KPIs): Your success will be measured by

• Marketing ROI: Return on Ad Spend (ROAS)
• Booking Rate: Percentage of qualified calls that turn into set appointments
• Cost Per Lead: Maintaining lead costs within the company’s target range
• Team Retention: Low turnover and high engagement scores within the CSR team