Customer Experience and Operations Coordinator

Title: Customer Experience & Operations Coordinator

Location: Smithfield United States

Job Description:

Benefits:

• Bonus based on performance
• Flexible schedule
• Opportunity for advancement
• Training & development

Customer Experience & Operations Coordinator

(Part-Time → Full-Time Opportunity)

About Us

We are a locally owned, family-run business serving Massachusetts and Rhode Island. You'll work closely with the owner in a small, growing company where your work has a direct impact on customers, operations, and day-to-day success. Our focus is simple: deliver a stress-free flooring experience where everything is handled from start to finish.

Who This Role Is For

This role is ideal for someone who enjoys talking with customers, following up consistently, and keeping things organized. If you like closing loops, booking appointments, and making sure nothing falls through the cracks, you will do well here.

This is not a passive administrative role. Most communication is proactive, and comfort with outbound calls and follow-ups is required.

Role Overview

This role owns the front end of the customer experience. When a lead comes in, you help turn interest into booked appointments, ensure timely follow-up, support local marketing and community events, and keep systems organized so customers feel informed and taken care of.

Primary Responsibilities

Customer Experience & Appointment Booking (Top Priority)

• Respond promptly to new leads via phone, text, and email

• Schedule in-home appointments for the sales team

• Follow up consistently on unbooked, stalled, or "not yet" leads

• Reach out to customers to confirm details, next steps, or appointments

• Support referral and repeat-customer outreach

Lead Tracking & Organization

• Accurately track where every lead originates

• Maintain clean CRM data with no missing lead sources

• Update lead status as it moves through the pipeline

• Ensure follow-up is completed and documented

Community Events & Local Marketing Support

• Assist with home shows, community events, and local initiatives

• Capture lead information accurately at events

Operations & Administrative Support

• Assist with basic QuickBooks hygiene (income/expense entry, deposit tracking)

• Help confirm deposits and send payment links when needed

• Support the owner with follow-ups, scheduling help, and administrative tasks

• Keep office systems and records organized

What Success Looks Like

• Leads are contacted quickly and followed up consistently

• Appointments are booked reliably each week

• Event and community leads are followed up within 24-48 hours

• CRM and lead source data is accurate and usable

• Customers feel informed and taken care of

Schedule & Work Location

Schedule:

This role starts part-time with set hours:

• Monday-Thursday: 9:30 AM - 3:00 PM

• Friday: 9:00 AM - 1:00 PM

Occasional flexibility may be needed for community events or home shows.

Work Location:

This role is primarily based in our office. After onboarding, there is an opportunity for partial remote work depending on performance and business needs.

Part-Time to Full-Time Opportunity

This position starts part-time. Depending on performance, workload, and mutual fit, it may transition to a full-time role. In some cases, the role may remain part-time long-term if it is a great fit and responsibilities are handled efficiently.

What We Value

• Ownership: Taking responsibility and following things through

• Responsiveness: Customers never wonder what's next

• Integrity: Clear communication and doing what we say we'll do

Qualifications

• 2+ years in a customer-facing, scheduling, operations, or coordination role preferred

• Strong phone and written communication skills

• Organized, detail-oriented, and persistent with follow-up

• Comfortable asking for next steps and handling light money-related conversations

• QuickBooks experience is a plus, but not required

• Experience in home services, construction, or trades is a plus

• Able to work independently and take ownership

Compensation & Benefits

• $25-$30/hour, depending on experience

• Performance-based bonus opportunity

• Paid training

• Part-time role with growth potential