Customer Experience Coordinator

About Southwest Blinds & Shutters

Since 2002, Southwest Blinds & Shutters has become one of the Southwest's premier window covering companies, earning more than 1,700 five-star reviews and building a reputation for exceptional products, outstanding customer service, and a workplace where people can build long-term careers.

While our customers see beautiful finished projects, our team is what makes those projects possible. We believe in investing in our people through training, career development, and promoting from within.

If you're looking for more than "just another customer service job," you've found the right place.

Why This Position is Different

Our Customer Experience team is one of the most important departments in the company.

Once a customer places an order, our team becomes their primary point of contact throughout manufacturing, scheduling, installation, and any service needs after installation.

This isn't simply answering phones.

You'll become the person customers trust to guide them through their project, solve problems, coordinate with multiple departments, and turn difficult situations into positive experiences.

Every day is different.

One moment you might be helping schedule an installation.

The next you could be researching a delayed order with a manufacturer.

Then you're calming a frustrated customer, coordinating with our installation department, and working with leadership to prevent similar issues in the future.

If you enjoy solving puzzles, helping people, and making things better, you'll thrive here.

Your responsibilities will include:

Customer Communication

• Answer inbound phone calls, emails, and text messages
• Provide proactive updates on project progress
• Keep customers informed of manufacturing and installation timelines
• Build relationships through exceptional communication

Project Coordination

• Schedule customer appointments
• Track production and shipping milestones
• Coordinate with Sales, Ordering, Scheduling, Installation, Accounting, and vendors
• Research customer questions and provide timely solutions

Customer Advocacy

• De-escalate customer concerns professionally
• Troubleshoot repair and warranty requests
• Investigate project issues to determine the best resolution
• Document customer interactions thoroughly

Continuous Improvement

One of the things that makes our department unique is that leadership depends on us to identify opportunities for improvement.

We don't simply solve today's problems.

We work to prevent tomorrow's.

You'll help identify trends, recurring customer concerns, communication gaps, and process improvements that make our company better for both customers and employees.

Who Succeeds Here?

This position is perfect for someone who enjoys being busy.

You'll probably love this job if you...

• Like figuring things out.
• Enjoy talking with people.
• Stay calm during stressful conversations.
• Can manage several priorities without becoming overwhelmed.
• Notice details other people miss.
• Enjoy learning new technology.
• Take ownership instead of waiting for someone else to solve the problem.
• Want a career rather than just a paycheck.

What We're Looking For

Our best employees aren't necessarily those with the most customer service experience.

They're the people who are naturally curious, organized, dependable, and motivated to learn.

We're looking for someone who has:

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• The ability to prioritize multiple projects simultaneously
• Critical thinking and problem-solving skills
• Professional phone etiquette
• High attention to detail
• Strong computer and typing skills (40 WPM)
• The ability to quickly learn new software systems

Experience with CRM systems is helpful but not required, we will provide training.

Technology Requirements

Our office operates almost entirely digitally.

You'll regularly work across multiple monitors while navigating Insyte CRM, Google Workspace, vendor portals, scheduling software, and internal communication systems simultaneously.

Being comfortable with technology and learning new software quickly is essential to your success.

Career Growth

One of the things our employees appreciate most is that we don't believe people should stay in the same role forever.

Every member of our Customer Experience team begins by building a strong foundation before advancing into more specialized responsibilities.

Advancement is based on demonstrated performance—not time served.

As your responsibilities grow, so do your title, compensation, and opportunities within the company.

We are committed to promoting from within whenever possible.

Benefits

We offer competitive pay, a comprehensive benefits package, paid training, opportunities for advancement, and a collaborative culture where your ideas matter.

If you're looking for a career where you can build meaningful relationships, solve challenging problems, and continue growing professionally, we'd love to meet you.

Why You'll Love Working Here

✔ Established, growing company with over 20 years of success

✔ Positive, supportive team environment

✔ Clear advancement opportunities

✔ Cross-training throughout the organization

✔ Leadership that invests in employee development

✔ Opportunity to make a real impact on our customers and company

Pay: $21.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• What specifically about Southwest Blinds & Shutters made you decide to apply instead of another company?
• What do you think will be the most challenging part of this position?
• Tell us about a complicated problem you solved that wasn't technically your responsibility.
• Why do you think customers become frustrated during large home improvement projects?

Work Location: In person

Salary : $21 - $23