Customer Experience Coordinator
Location: Multi-Location Market Position
Compensation: Starting at $40,000 annually + Quarterly Customer Experience Incentive Program + Monthly Sales Commissions
Lead the Customer Experience.
We believe the experience is part of the product.
Customers don't simply trust us because we repair technology. They trust us because of how we care for them throughout the entire experience.
That experience begins long before a repair is completed.
It begins with how the phone is answered.
How customers are welcomed.
How they're listened to.
How expectations are communicated.
How they're cared for before, during, and after every repair.
We're looking for someone who is passionate about developing people, protecting hospitality standards, and ensuring every customer interaction reflects the level of trust and care that defines our company.
This isn't a desk job.
You'll spend your time inside our stores, coaching our teams, developing Customer Experience Advisors, partnering with Store Managers, and continuously improving the customer experience across your market.
Your Mission
Own and continuously improve the customer experience across your market.
You'll lead the Customer Experience function by developing people, protecting hospitality standards, reinforcing company expectations, and ensuring every customer interaction reflects the level of service our customers deserve.
What You'll Own
Customer Experience
- Ensure every customer is welcomed promptly and professionally.
- Observe customer interactions and provide real-time coaching.
- Improve customer communication throughout the repair process.
- Help create an environment where customers feel welcomed, heard, valued, confident, and appreciated.
Customer Experience Advisors
- Lead and develop all Customer Experience Advisors within your market.
- Assist in interviewing, onboarding, and training new Advisors.
- Conduct regular coaching and development conversations.
- Reinforce accountability while building trust and confidence.
Hospitality Standards
You'll continuously evaluate and improve the details that shape the customer experience, including:
- Greeting every customer promptly
- Phone etiquette and professionalism
- Appointment management
- Customer communication and follow-up
- Lobby presentation and organization
- Front counter standards
- Wait-time communication
- Store presentation
- Professional appearance
- Overall customer flow
Partnership
Work closely with Store Managers and the Regional Operations Manager to continuously improve the customer experience while supporting operational excellence.
Success Looks Like
Success isn't measured by how busy you are.
Success is measured by the experiences our customers have and the growth of the people you lead.
You'll help improve:
Customer Experience
- Samsung NPS
- ATC NSP100
- Google Reviews
- Customer Satisfaction
- Customer Communication
People
- Advisor development
- Coaching effectiveness
- Training consistency
- Front-of-House execution
Business
- Customer retention
- Sales opportunities created through exceptional service
- Referral growth
- Overall market performance
Who You Are
You're someone who naturally notices the details others overlook.
You genuinely enjoy serving people.
You build trust before giving feedback.
You believe leadership is about developing others.
You communicate with kindness, professionalism, and confidence.
You hold people accountable because you care about helping them succeed.
You take ownership of your responsibilities and consistently follow through.
Most importantly...
You leave every place—and every person—a little better than you found them.
Qualifications
- Strong communication and interpersonal skills
- Leadership, hospitality, retail, or customer service experience preferred
- Excellent organizational skills and attention to detail
- Comfortable coaching others while building positive relationships
- Willing to travel regularly between locations within the assigned market
Why Join Us?
You'll have the opportunity to help shape one of the most important parts of our company—our customer experience.
You'll develop people.
Strengthen teams.
Improve customer trust.
And help build a culture where hospitality, professionalism, and operational excellence work together to create customers for life.
If that mission excites you, we'd love to meet you.
Pay: $40,000.00 - $55,000.00 per year
Work Location: In person
