Client Experience Coordinator

Position Summary

The Client Experience Coordinator is responsible for ensuring every customer receives outstanding service throughout the sales and production process. This position serves as the communication hub between homeowners, sales representatives, estimators, suppliers, and production.

The ideal candidate is highly organized, detail-oriented, personable, and able to manage multiple priorities simultaneously.

Responsibilities

Customer Experience

• Answer incoming customer calls and emails
• Provide exceptional customer service throughout every stage of the project
• Keep homeowners informed of scheduling, project status, and next steps
• Resolve customer concerns professionally and efficiently
• Conduct customer follow-up calls
• Collect reviews and customer feedback after project completion

Scheduling & Coordination

• Schedule inspections, estimates, and appointments
• Schedule sold projects with homeowners and production
• Coordinate material deliveries
• Assist with permit scheduling and inspections
• Maintain production calendars
• Confirm upcoming appointments with customers

Sales Team Support

• Support Project Consultants throughout the sales process
• Prepare customer files and documentation
• Order proposal materials
• Track unsigned proposals and follow up
• Assist with financing paperwork
• Ensure all required documents are completed before production

Estimating Support

• Organize estimate requests
• Assist estimators with administrative tasks
• Enter measurements and project information into company software
• Prepare estimate packets
• Coordinate revisions when necessary

Material & Vendor Coordination

• Order roofing, siding, gutter, and window materials
• Coordinate deliveries with suppliers
• Verify delivery dates
• Track special-order materials
• Communicate shortages or delays to production

Administrative Duties

• Maintain accurate CRM records
• Upload photos and project documents
• Process work orders
• Organize digital customer files
• Assist with warranty registrations
• Prepare close-out documentation

Qualifications

• Excellent communication skills
• Strong customer service background
• Highly organized and detail-oriented
• Ability to multitask in a fast-paced office
• Comfortable learning CRM and scheduling software
• Microsoft Office proficiency
• Experience in construction, roofing, or home improvement is preferred but not required

Ideal Candidate

We're looking for someone who:

• Loves helping people
• Stays calm under pressure
• Can juggle multiple projects simultaneously
• Has exceptional organizational skills
• Communicates professionally
• Takes ownership of customer satisfaction
• Works well with sales, production, and office staff

Compensation & Benefits

• Competitive hourly pay ($24–$32/hour based on experience)
• Paid Holidays
• Paid Time Off
• Health insurance contribution (if offered)
• Performance bonuses
• Career advancement opportunities
• Ongoing training and development