Rainier Shade is looking for a highly organized, customer-focused person to join our team as a Customer Experience & Scheduling Coordinator.
This role is the front door of our business. You will help customers by answering calls, responding to emails, scheduling service appointments, keeping communication organized, and making sure customer requests are routed to the right people.
This is a great fit for someone who is friendly, detail-oriented, calm under pressure, and enjoys helping both customers and internal teams stay organized.
Rainier Shade is a long-standing Seattle-area company specializing in custom exterior shade products, including retractable awnings, motorized screens, patio covers, pergolas, fixed frame awnings, and related service work.
We work with residential and commercial customers throughout the region and are focused on delivering quality products, clear communication, and a professional customer experience from first contact through completion.
The Customer Experience & Service Scheduling Coordinator is responsible for managing day-to-day customer communication and coordinating service appointments. This person helps keep customers informed, schedules service work within approved guidelines, and supports the operations team by making sure information is captured accurately.
This role does not require construction experience, but it does require strong communication skills, good judgment, attention to detail, and the ability to stay organized while handling multiple requests throughout the day.
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Answer inbound phone calls in a professional and friendly manner
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Return voicemails and follow up with customers promptly
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Monitor and respond to customer emails
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Maintain oversight of the general support email inbox
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Schedule service appointments with customers
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Coordinate service-call availability using the approved service calendar
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Send appointment confirmations and reminders
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Collect customer information, photos, access notes, and service details when needed
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Document customer conversations and updates in our systems
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Route technical, installation, billing, and sales questions to the appropriate team member
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Assist with basic order support when needed
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Help keep customers informed about next steps and appointment details
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Support the Project Coordinator and installation team with communication-related tasks
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Help maintain a positive and organized customer experience
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Customer communication through phone and email
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Service appointment scheduling
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Follow-up on routine customer requests
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Clear documentation of customer communication
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Helping customers understand what happens next
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Scheduling complex new product installations
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Determining crew size or installer assignments for new installs
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Designing products or resolving technical installation details
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Approving unusual field conditions or custom solutions
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Making final decisions on job readiness
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Friendly, professional, and helpful with customers
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Highly organized and detail-oriented
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Comfortable answering phones and writing clear emails
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Able to manage multiple tasks without losing track of details
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Calm and steady when customers are frustrated or confused
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Good at documenting information accurately
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Comfortable using computers, scheduling tools, CRM systems, and email
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Willing to learn about our products and processes
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Enjoys working as part of a small team
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Takes ownership and follows through
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Customer service or office administration experience
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Scheduling or dispatch experience
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Experience in a construction, service, home improvement, or trades business
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Experience using CRM, scheduling, or project management software
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Comfort communicating with both customers and field teams
This is a full-time, in-office position. Typical hours are Monday through Friday during normal business hours.
Hourly pay range for this position: $22-25 depending on experience.
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Established local company with a long history in the Seattle area
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Small team environment where your work matters
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Opportunity to help improve systems and customer experience
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Variety in the day-to-day work
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Supportive team focused on getting better and serving customers well
