What are the responsibilities and job description for the Customer Experience Lead position at Tree Tech, Inc.?
Customer Service Coordinator or Customer Experience Lead
(This is the role that will manage the admin team)
About the Role Tree Tech is seeking a Customer Service Coordinator to lead our administrative team and ensure exceptional customer experience across the branch. This role oversees daily workflow, phone coverage, scheduling accuracy, and customer communication standards. The ideal candidate is organized, confident, and able to balance hands‑on administrative work with team leadership.
This position is full‑time, Monday–Friday, 8:00 AM–5:00 PM.
Key Responsibilities
- Lead, support, and manage 2–3 Administrative Coordinators
- Oversee phone coverage to ensure all inbound calls are answered promptly and professionally
- Maintain accountability for scheduling accuracy, customer follow‑ups, and documentation standards
- Monitor daily workload and redistribute tasks to keep operations running smoothly
- Serve as the escalation point for customer issues, scheduling conflicts, or service concerns
- Partner with branch leadership, arborists, and PHC teams to align priorities
- Review and refine administrative workflows to improve efficiency and consistency
- Ensure customer communication (email, phone, reminders, confirmations) meets Tree Tech’s standards
- Assist with billing, collections, and vendor coordination as needed
- Support seasonal workload planning and staffing needs
Candidate Requirements
- 2–4 years of experience in customer service, office coordination, or operations support
- Prior experience supervising or leading administrative staff strongly preferred
- Excellent communication skills and a calm, professional demeanor
- Strong organizational skills with the ability to manage competing priorities
- Comfortable with scheduling systems, CRM tools, and Microsoft Office
- Ability to coach, train, and hold team members accountable