Customer Experience Coordinator Full-Time

About us:

Above Roofing has been a trusted name in roofing for over 30 years, committed to providing quality, reliability, and exceptional customer service. Our team takes pride in raising industry standards, putting our clients first, and fostering a supportive and professional work environment. We are growing and seeking a Customer Experience Coordinator to join our team.

Position Overview:
The Full-Time Customer Experience Coordinator supports sales, marketing, and customer service by ensuring a smooth customer journey from first contact through scheduling qualified leads. This role requires strong technology skills, including CRM proficiency, fluency in Google Workspace, and the ability to quickly adopt new tools. The coordinator assists with sales and marketing initiatives, manages lead scheduling, and serves as a key communication link between departments. The role also includes light people-and-culture support, such as participating in culture-fit interviews and team initiatives. Flexibility is essential, as this position supports special projects and leadership-driven priorities. Exceptional phone skills are critical, as this role is often the first point of contact and sets the tone for the customer experience.

• Answer and direct calls professionally, ensuring calls are answered by the third ring 90% of the time
• Qualify potential clients based on company guidelines and schedule estimates
• Maintain the office schedule and ensure adequate coverage
• Monitor and respond to emails, text messages, voicemails, and web inquiries
• Respond to and manage Google reviews
• Post and manage social media content on platforms such as Facebook, Instagram, NextDoor, Google Business Profile, PMI
• Maintain and update customer information in JobNimbus (CRM)
• Assist estimators with administrative tasks and paperwork processing
• Ensure smooth coordination between office, sales, and production teams
• Send appointment reminders and thank-you gifts to clients
• Handle customer questions, complaints, and concerns professionally
• Monitor and report department key performance indicators (KPIs)
• Assist in company events, marketing activities, and direct mail campaigns (Handwritten)
• Help with hiring processes and new employee onboarding
• Maintain office supplies, company apparel, and staff refreshments within budget
• Participate in weekly team meetings and office huddles

Qualifications & Skills:

• DiSC Profile: Best fit – S/C, C/S, or SiC (high consistency, accuracy, and responsiveness)
• Professional & friendly phone etiquette (3+ years of customer service experience preferred)
• Excellent verbal and written communication skills
• Proficiency in CRM systems (JobNimbus), Google Suite, and Microsoft Office
• Familiarity with Canva, Adobe, LeadScout, HailTrace, Project Map It, ConstantContact, and Handwrytten is a plus
• Accurate & efficient typing skills (minimum of 45-55 WPM)
• Strong attention to detail, organization, and time management skills
• Ability to multi-task, prioritize, and adapt to changing demands
• Consistent on-time attendance and ability to anticipate company and customer needs

• Holiday Pay
• Company-wide Incentive Plan
• Paid time off (PTO)
• Volunteer paid time off (VPTO)
• 401(K) Retirement Plan w/ 100% match up to 4%
• Paid weekly ($22 - $24 per hour)
• Paid training
• $300 per month Health Reimbursement Account
• Employee Assisted Program (EAP) through Pine Rest