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Client Experience Coordinator Eisenbart & Sons Mission Viejo, CA Job Details Full-time $25 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Life insurance Qualifications Customer communication Interpersonal skills Attention to detail Client services Conflict management Full Job Description Position Summary The Client Experience Coordinator (CEC) manages the client experience from the time an order has been released and acknowledged through installation, project completion, and closeout. This role combines project coordination with proactive client communication. The CEC keeps clients informed, coordinates installation scheduling, prepares projects for installation, manages post-installation issues and service items, and ensures consistent communication through final completion.

Our objective:

Clients should always understand where their project stands, what happens next, and who to contact.

Key Responsibilities:

Client Introduction & Communication Receive new projects from the Project Readiness Coordinator and review the complete project file before contacting the client. Introduce yourself as the client's primary Project Coordinator and establish expectations regarding communication and next steps. Maintain proactive communication throughout the remainder of the project and respond promptly and professionally to client questions. Personally communicate delays, changes, problems, or other exceptions rather than relying solely on automated communication. Document meaningful client communication within the CRM/ERP. Production & Project Tracking Review manufacturer acknowledgements and anticipated product availability. Monitor project and product status and identify potential delays or issues that may impact installation. Keep clients informed of meaningful changes and coordinate internally with Project Managers and Operations when issues require attention. Installation Coordination Coordinate installation timing based on product availability and operational capacity; schedule and confirm installation dates with clients. Create and complete installer packets and confirm required project and installation documentation is available. Verify projects are administratively prepared for installation and ensure clients receive appropriate pre-installation instructions. Confirm upcoming installations and manage scheduling changes when necessary. Installation Support Monitor project status during installation and coordinate with the Project Manager regarding installation progress. Receive documentation of missing parts, damage, service requirements, or incomplete work. Communicate promptly with clients when an installation is not First Time Complete (FTC) and establish clear expectations regarding next steps. Service & Outstanding Items Order required replacement parts or materials and track outstanding parts through receipt. Maintain accurate service and outstanding-item records and coordinate return visits and service appointments. Keep clients proactively updated while outstanding items are being resolved. Work with Project Management and Operations to drive projects to final completion. Project Completion & Closeout Confirm completion with the client and conduct a post-installation follow-up call and/or email. Confirm client satisfaction and identify unresolved concerns. Coordinate final payment as part of project closeout and confirm all outstanding work has been completed. Request a client review when appropriate, complete all required closeout documentation, and formally close completed projects.

CRM & Automated Communication:

The CEC is responsible for ensuring the CRM is used effectively to support the client experience. Automated communication may include production/project updates, installation confirmations and reminders, pre-installation instructions, and appointment reminders. Automation should supplement, not to replace personal communication. When a project falls outside the normal process, the CEC is responsible for personally communicating with the client. Skills & Qualifications Excellent verbal and written communication skills with strong customer service and relationship-management ability. Highly organized, detail-oriented, and accountable, with strong follow-through. Ability to manage multiple active projects, competing priorities, and deadlines simultaneously. Comfortable communicating difficult news, project delays, and changing expectations professionally. Strong problem-solving, conflict-resolution, and cross-functional coordination skills. Comfortable working within CRM, ERP, scheduling, and project-management systems. Ability to maintain composure and professionalism when managing escalated client situations. Experience in construction, home improvement, windows and doors, or another project-based client service environment preferred.

Pay:

$25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person