What are the responsibilities and job description for the Customer Experience Team Member position at R & R HEATING AND AIR CONDITIONING INC?
Customer Experience Coordinator – Residential New Construction Division
At R&R Heating & Air Conditioning, we believe comfort starts long before a system is installed — it begins with a positive, professional, and seamless experience. As our Customer Experience Coordinator in the Residential New Construction Division, you will be the friendly and dependable point of contact supporting our builder partners, homeowners, project leads, and installation teams. Your work directly shapes how our customers feel about building their home with R&R.
Who We Are
Mission: Improving lives. Pushing the boundaries of what’s possible.
We are a locally owned HVAC company built on Integrity, Trust, Giving, Positivity, Teamwork, and Accountability. We are proud to serve our community and committed to supporting the success of every builder, homeowner, and teammate we work with.
About the Role
The Customer Experience Coordinator ensures a smooth workflow between residential builders, homeowners, and the R&R field and office teams. You’ll handle communication, scheduling, documentation, and follow-through to keep new construction projects moving efficiently and professionally.
Key Responsibilities
- Serve as the primary point of contact for builder partners and new construction customers.
- Coordinate scheduling for installation, trim, and service follow-ups.
- Manage and track project progress in internal systems (ServiceTitan project files).
- Maintain accurate job notes, documentation, and communication trails.
- Support homeowners in understanding HVAC system features and warranty expectations.
- Assist internal teams with updates regarding delays, changes, and builder communications.
- Ensure a consistent, positive, and brand-aligned customer experience at every touchpoint.
- Help resolve questions or issues with professionalism and urgency.
- Collaborate closely with New Construction Project Managers, Install Leads, and Warehouse.
What Success Looks Like
- Customers both internally and externally feel informed, valued, and heard.
- Builders view R&R as responsive, timely, and dependable.
- Internal teams receive clear and proactive communication.
- Scheduling and documentation are accurate and complete.
- Problems are identified early and resolved quickly.
Qualifications
Required:
- Strong communication and relationship-building skills.
- Experience in customer service, coordination, dispatch, project support, or similar.
- Ability to work in a fast-paced environment with shifting priorities.
- Confident using computer systems and learning new programs.
- Detail-oriented with strong follow-through.
Preferred but not required (we will train):
- Experience in HVAC, construction, manufacturing, or project coordination.
- Familiarity with ServiceTitan or similar workflow systems.
Work Environment
This role works on-site, collaborating daily with field teams, warehouse, project managers, and customer/homeowner contacts.
Salary Description:
$21-$25/Hourly DOE
Salary : $21 - $25