Customer Experience Coordinator

General Summary:

The Customer Experience Coordinator at Truvista Fiber is a hands-on role responsible for executing customer experience activities and providing follow-through across the sales-to-install journey and other customer touchpoints. Working within Sales and Marketing Operations, this position communicates directly with customers, researches customer and order information, coordinates with internal teams, and ensures assigned activities move through completion.

This position is critical to enhancing the customer experience by supporting successful installations, resolving customer-impacting issues, increasing adoption of digital tools, and completing assigned outreach and special projects. The Coordinator works closely with Sales, Customer Care, Installation, Dispatch, Technical Support, Billing, Marketing, Operations, and other teams as needed. 

Essential Job Functions:

The essential job functions include, but are not limited to, the following:

• Monitor and follow up on orders requiring additional attention between the sale and installation to help customers complete installation successfully
• Conduct proactive customer outreach and follow-up by phone, email, SMS, and other approved communication channels
• Research customer accounts, order history, and service activity to identify needed actions and resolve customer-impacting issues
• Coordinate with Sales, Customer Care, Installation, Dispatch, Technical Support, Billing, Marketing, Operations, and other teams to move assigned activities through completion
• Work assigned customer lists, order exceptions, queues, and recovery activities requiring timely action and follow-through
• Support customer experience programs, including new customer onboarding, installation follow-up, customer recovery, and other targeted outreach initiatives
• Promote adoption of the Customer Portal, AutoPay, paperless billing, and other digital tools and services
• Maintain accurate customer records, activity notes, documentation, and status updates across applicable systems
• Quickly learn and effectively use new software, communication platforms, billing systems, reporting tools, and other applications to work efficiently
• Provide hands-on execution support for new programs, process improvements, special projects, and emerging customer experience needs
• Manage changing priorities, take ownership of assigned work, and provide activity updates and results as requested
• Maintain consistent attendance and dependable workplace performance
• Perform other work-related duties as assigned

Knowledge, Skills, and Abilities:

• Customer Experience – Responds professionally to customer needs, takes ownership of assigned follow-up, and works to improve the customer’s experience
• Communication – Communicates clearly and professionally by phone, email, SMS, and in writing; listens, asks questions, and provides accurate updates
• Problem-Solving – Researches customer and order information, identifies next steps, and coordinates solutions across teams
• Organization and Follow-Through – Prioritizes work, manages multiple assignments, maintains accurate documentation, and follows activities through completion
• Teamwork – Collaborates effectively across departments, provides and welcomes feedback, and contributes to shared customer and business outcomes
• Adaptability – Adjusts to changing priorities, new programs, and emerging business needs while maintaining accuracy and urgency
• Technology Skills – Possesses working knowledge of Microsoft Office and can quickly learn and use CRM, customer communication, billing, order management, and reporting tools
• Professionalism – Handles customer and company information appropriately, accepts responsibility for assigned work, and follows through on commitments

Qualifications:

• High school diploma or GED, or an equivalent combination of education and experience
• Three or more years of experience in customer service, sales support, operations, order management, customer experience, or a related field preferred
• Strong communication, organization, problem-solving, and follow-through skills
• Comfortable conducting outbound customer outreach and working directly with customers
• Ability to manage multiple priorities, take ownership of assignments, and work independently
• Ability to collaborate effectively across multiple departments and functional areas
• Proficiency with Microsoft Office and strong overall technical aptitude
• Ability to quickly learn new software, tools, systems, and processes
• Telecommunications experience preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to communicate, use standard office equipment, sit, stand, and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

FLSA and Employment Status:

Exempt, Full Time