Job Title: Customer Experience Coordinator – DM Vans
Location: Rifle, CO (6 Powerline Rd.)
Job Type: Full-time
Schedule: Monday–Friday
Role Overview
At DM Vans, our mission is to build an inclusive community of explorers, inviting everyone to express their authentic identity on the open road. That mission doesn’t live in a tagline—it lives in the moments where a customer feels genuinely seen, supported, and confident. The Customer Experience Coordinator is the person who makes those moments happen.
You are the first voice customers hear, the first face they meet when they walk through our doors, and the steady point of contact that keeps their journey feeling clear and cared for—from first question to first adventure and beyond. You’ll own the day-to-day customer relationship: answering phones, responding to emails and Odoo tickets, greeting visitors, supporting tours, and leading new-van walkthroughs that turn a “new system” into “I’ve got this.”
This role is also the hub that keeps the wheel turning internally. You’ll connect customers to the right people at the right time, track open issues with discipline, and communicate with warmth and confidence so nothing slips through the cracks. In a world where customer service often feels cold or transactional, you’ll help DM Vans feel like what we actually are: a team people would sit around a campfire with—capable, honest, and all-in on helping them get out there.
This role owns first-response support and coordination. Sales owns the sales process; the CX/Service team owns technical repairs. The Coordinator ensures handoffs are smooth, customers stay informed, and every interaction reflects the DM Vans community and standards.
This role reports to the Director of CX & Product and works closely with Sales, Service, Production, and the broader CX team.
Core Values
At DM Vans, our values shape our work and our relationships with our team and customers:
- Assertive and Open-Minded at the Same Time: Communicate confidently while listening and adapting.
- Self-Aware: Continuously improve and take ownership.
- Ambitious: Strive for excellence in every interaction.
- Authentic: Be genuine with customers and teammates.
- Not A**holes: Treat everyone with respect and kindness.
Key ResponsibilitiesCustomer Communication & Ticket Management
- Serve as the first point of contact for inbound calls, emails, and walk-ins.
- Triage and respond to help-desk tickets in Odoo; route to the appropriate department when needed.
- Track open issues to ensure timely follow-up and resolution.
- Translate technical information into clear, customer-friendly language.
- Maintain organized records of customer interactions, next steps, and outcomes.
- Use core tools daily (Google Workspace, phone system, Odoo Helpdesk/CRM, and scheduling calendar) to keep communication and handoffs clean.
New Van Delivery & Walkthroughs
- Conduct in-person walkthroughs for new owners, explaining systems and best practices.
- Prepare delivery documentation and ensure customers leave confident using their van.
- Support prospective customers with van tours and product education (as needed).
- Gather feedback after delivery and service interactions to improve the ownership experience.
Customer Experience Ownership
- Create a welcoming, professional atmosphere in the showroom and on the phone.
- Coordinate communication between Sales, Service, and Production to keep customers informed.
- Identify recurring customer issues and recommend process improvements.
- Help develop FAQs, guides, and owner-facing resources to reduce friction.
Front Desk & Showroom Support
- Greet visitors, customers, and partners arriving on site.
- Maintain a clean, organized customer-facing space.
- Support scheduling for service visits and consultations.
- Assist with light administrative tasks related to customer interactions and scheduling.
Reporting & Performance Metrics
You’ll help DM Vans measure and improve:
- Responsiveness: Consistent same-day response to inbound calls, emails, and tickets (during business days).
- Ticket Follow-Through: Strong ownership of open issues, including daily review and proactive updates until resolution.
- Customer Satisfaction: Positive customer feedback during delivery and post-delivery support (NPS/CSAT where available).
- Delivery Experience Quality: Walkthrough checklist completion and confident owners at handoff.
- Internal Coordination: Clear communication and handoffs across Sales, Service, and Production.
- Documentation Quality: Accurate, useful notes and records in Odoo to support the team and reduce repeat questions.
First 60–90 Days Success Looks Like
- Own inbound phone/email/ticket flow with consistent same-day responses.
- Run clean new-van walkthroughs using a repeatable checklist and strong customer education.
- Maintain accurate ticket notes and handoffs in Odoo so nothing slips through the cracks.
- Build 5–10 owner resources/FAQs that reduce repeat questions and improve the ownership experience.
Key Skills & Qualifications
- 2+ years in a customer-facing, hospitality, service, or customer support role.
- Excellent written and verbal communication skills.
- Strong organization, follow-through, and attention to detail.
- Ability to stay calm, friendly, and solution-oriented under pressure.
- Ability to handle upset customers with professionalism—without getting defensive.
- Comfort learning technical campervan systems (training provided).
- Experience with CRM/help-desk tools (Odoo a plus).
- Genuine interest in vans, travel, and the outdoor lifestyle.
Who You Are
- You love helping people and take pride in delivering a high-touch customer experience.
- You’re proactive and organized—you don’t let issues slip through the cracks.
- You’re comfortable learning technical systems and explaining them in plain language.
- You communicate clearly, professionally, and with warmth—especially when customers are stressed.
- You enjoy being the “hub” that keeps people aligned across teams.
- You embody DM Vans’ core values—assertive and open-minded, self-aware, ambitious, authentic, and never an a**hole.
Compensation & Growth
- Base Salary: Starting at $55,000/year (DOE).
- Benefits: Health, dental, vision, and 401(k).
- Paid Time Off: This role includes FTO, in line with DM Vans’ policies.
- Employee Ownership: Eligible for the DM Vans employee-ownership program, sharing in long-term success.
- Growth Path: CX Lead → Customer Experience Manager.
Physical Requirements
- Comfortable working in a customer-facing environment (showroom/office) and occasionally around vans and a shop setting.
- Ability to stand, walk, and move between showroom and vehicles during tours/walkthroughs.
- Occasional lifting of light materials as needed.
Reports to: Director of CX & Product
This Customer Experience Coordinator role is critical to ensuring every DM Vans customer feels welcomed, informed, and supported—from first contact through ownership. We’re looking for someone who’s warm, organized, and driven to deliver a world-class experience that reflects the DM Vans community.
How to Apply: Email your résumé and a brief note about why you’re a great fit to [email protected] with the subject line: “Customer Experience Coordinator – [Your Name]”.
DM Vans is an equal-opportunity employer and welcomes applicants from all backgrounds.
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- Employee discount
- Health insurance
- On-the-job training
People with a criminal record are encouraged to apply
Experience:
- customer-facing (CX, hospitality, service, or support): 2 years (Preferred)
Ability to Commute:
- Rifle, CO 81650 (Required)
Ability to Relocate:
- Rifle, CO 81650: Relocate before starting work (Required)
Work Location: In person
