Customer Experience Coordinator

Location:

Lake Zurich, IL Schedule:

Full-Time | Monday-Friday | 7:45 a.m. - 4:30 p.m.

Compensation:

$18.00 - $24.00 per hour

Benefits:

• 100% Company-Paid Healthcare for Employee and their Dependents
• 4% 401(k) Match
• Paid Time Off & Holidays
• No on-call, no evenings, no weekends (M-F only)
• Competitive hourly wage with bonus potential
• Paid training with clear growth paths
• Career Growth Opportunities in a Fast-Growing Company About Us At Great Lakes Wastewater (GLW) — the parent company of A&J Sewer Service and Tidy Tank Plumbing, Sewer & Septic — we're on a mission to elevate the sewer and septic industry by delivering exceptional service with professionalism, quality, and transparency.

We believe our team members are the foundation of our success, and we're committed to creating an environment where they can thrive, grow, and take pride in the work we do every day. Our core values — Professionalism, Customer Experience, Technical Expertise, Employer of Choice, and Growth Oriented — guide everything we do. From keeping our fleet running safely, to serving customers with respect, to investing in our team's development, we're building a business that people are proud to work for. The Role We're looking for a Customer Experience Coordinator (CEC) to play a key role in managing the customer journey throughout the day. This is a fast-paced, high-impact role focused on proactive communication, schedule optimization, and delivering an exceptional experience from start to finish. This role works closely with our Customer Experience Representatives (CXRs) and Dispatch team to ensure every customer interaction is seamless, efficient, and high-quality. Here's what matters most:

• Strong communication and the ability to build trust with customers
• Staying organized and proactive in a fast-moving environment
• Taking ownership of the schedule and making real-time decisions to improve efficiency Every now and then, you may also be asked to support additional administrative and operational needs across the team. Key Responsibilities
• Proactively communicate with scheduled customers via phone, text, and email to provide updates and set expectations
• Build value in services and strengthen customer relationships through consistent, high-quality communication
• Partner with Dispatch to prioritize jobs and maximize schedule efficiency based on urgency, location, and opportunity
• Monitor and manage the daily schedule in real time to reduce gaps and improve routing
• Ensure seamless communication and handoffs between CXRs and Dispatch
• Reschedule appointments as needed while maintaining a positive customer experience
• Identify and fill open time slots to maintain a full, optimized schedule
• Support customer retention through a high-touch, proactive experience
• Maintain accurate notes and updates in customer systems
• Assist with additional administrative and operational tasks as needed Qualifications
• Strong communication skills with a professional, confident, and natural tone
• Ability to multitask and prioritize in a fast-paced, ever-changing environment
• Strong organizational skills with attention to detail and follow-through
• Problem-solving mindset with the ability to think quickly and make decisions
• Comfortable using computer systems for scheduling, data entry, and customer records
• Ability to work in a drug-free environment Why Join Our Team? We are a fast-growing, family-owned business of 50+ incredible people. While many competitors have become corporate or PE-owned, we're building something different:
• Family-owned, and people first
• Professional, reliable, and high integrity
• Customer-first in every interaction
• Invests in training, leadership development, and certifications
• Supports your goals and respects you as a person Here, your impact will be felt daily through better customer experiences, stronger team alignment, and a more efficient operation.

Watch this video to learn more about what it's like to work here and be a part of our team: https://youtu.be/B9a9s__H-nI?si=Ba_W3YCR1j5rfVUf Let's Talk. If you're ready to take ownership of your day, be part of a high-performing team, and make a real impact — reach out. Even if you're not actively looking, we'd love to have a conversation. Equal Opportunity Statement GLW is proud to be an equal opportunity employer. We do not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class.

Pay:

$18.00 - $24.00 per hour

Benefits:

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

Experience:

Customer Service:

1 year (Preferred)

Work Location:

In person