Customer Experience & Revenue Coordinator

# Customer Experience & Revenue Coordinator — Remote

## About the Role

We are a growing U.S.-based appliance service company seeking a highly capable **Customer Experience & Revenue Coordinator** to serve as a senior member of our customer operations team.

This is a **Tier 2 customer experience, sales, retention, and business development role**.

You will be responsible for helping turn customer inquiries, open estimates, previous customers, warranty relationships, and commercial prospects into measurable revenue while also helping resolve customer issues before they require owner involvement.

This is not a passive customer-service position.

We are looking for someone who can think independently, communicate confidently, identify opportunities, handle objections, resolve problems, and take ownership of customer outcomes.

You should be comfortable working with customers who are happy, uncertain, frustrated, price-sensitive, or dissatisfied.

The right person will be able to balance two important priorities:

**Protect the customer relationship**
and
**Protect the company’s time, reputation, and revenue.**

---

# Core Mission

The Customer Experience & Revenue Coordinator is responsible for improving the financial and service outcomes of the customer lifecycle.

Your role is to help ensure that:

* Qualified leads convert into appointments.
* Open estimates receive meaningful follow-up.
* Previous customers are reactivated.
* Satisfied customers generate reviews and referrals.
* Customer complaints are professionally resolved whenever possible.
* Warranty relationships are actively maintained.
* Commercial opportunities are pursued.
* Revenue opportunities are not lost due to lack of follow-up.
* Routine customer escalations are resolved before reaching the owner.
* Customer records clearly reflect status, next action, ownership, and outcome.

You are expected to **move situations forward**, not simply report that a customer called or that a task was attempted.

---

# Key Responsibilities

## Estimate Follow-Up & Revenue Recovery

A major part of this position is recovering revenue from open opportunities.

You will:

* Review open estimates regularly.
* Contact customers who have not approved or declined recommended repairs.
* Identify customer questions, concerns, or objections.
* Clarify service options when appropriate.
* Help customers understand the next step.
* Ask customers for a decision.
* Attempt to convert qualified estimates into approved repairs.
* Record reasons for declined work.
* Identify opportunities for future follow-up.
* Track estimate conversion results.
* Maintain accurate follow-up notes.
* Escalate only when management authority is required.

We are not looking for aggressive sales tactics.

We are looking for **professional, consultative follow-up that helps customers make informed decisions while protecting revenue opportunities**.

---

# Outbound Sales & Customer Reactivation

You will help generate business from customers who already know the company.

Responsibilities may include:

* Contacting previous customers.
* Following up with customers who previously declined service.
* Re-engaging inactive customers.
* Promoting appropriate maintenance or service opportunities.
* Identifying additional appliance-service needs.
* Following up with customers who requested information but did not schedule.
* Encouraging repeat business.
* Identifying referral opportunities.
* Tracking revenue generated through reactivation efforts.
* Maintaining campaign and outreach records.

The goal is not simply to make outbound calls.

The goal is to **create measurable customer activity and revenue from those calls**.

---

# Customer Recovery & Complaint Resolution

This position serves as the primary Tier 2 escalation point before a customer issue reaches ownership.

You will:

* Review the complete customer history before responding.
* Review prior notes, invoices, service activity, communications, and commitments.
* Contact customers with unresolved concerns.
* Listen carefully and identify the actual issue.
* Separate emotional complaints from operational facts.
* Clarify misunderstandings.
* Explain company policies professionally.
* Identify practical resolution options.
* De-escalate difficult conversations.
* Follow approved customer-recovery guidelines.
* Document all material communications.
* Establish clear next steps.
* Follow the issue through to resolution.
* Escalate only matters requiring management authority.

You should be able to remain professional and composed when a customer is frustrated or demanding.

We do not want someone who automatically transfers difficult customers to management.

We want someone who can **investigate, communicate, solve, document, and escalate intelligently**.

---

# Tier 2 Escalation Management

Before a matter reaches the owner, you should be able to determine:

* What happened?
* What was promised?
* What documentation supports the history?
* What does the customer want?
* What has already been attempted?
* What can be resolved within existing policy?
* What authority is actually required?
* What business or customer risk exists?
* What recommendation should be presented if management involvement is necessary?

Owner escalations should be organized and complete.

A strong escalation should not simply say:

**“Customer wants to speak to the owner.”**

It should explain:

**Customer issue → service history → current request → actions already taken → unresolved issue → recommended next step.**

---

# Review Generation & Reputation Management

You will help turn satisfied customers into visible advocates for the business.

Responsibilities may include:

* Identifying satisfied customers.
* Conducting post-service follow-up.
* Requesting online reviews.
* Tracking review requests.
* Following up appropriately.
* Monitoring review-generation performance.
* Identifying customers who may require service recovery before a review request.
* Assisting with responses to customer feedback.
* Escalating serious reputation concerns.
* Identifying patterns that may reveal operational problems.

We want someone who understands that **reputation is an operational asset**.

---

# Referral Generation

Satisfied customers can become future sources of business.

You will help:

* Identify customers likely to refer others.
* Request referrals professionally.
* Record referral activity.
* Track referred customers.
* Thank customers who provide referrals.
* Measure conversion of referred opportunities.
* Help build repeat and referral business as a regular revenue channel.

Referral generation should be treated as a process, not an occasional request.

---

# Commercial Prospecting

This role will also support business development.

You may conduct outreach to:

* Property managers
* Apartment buildings
* Condominium associations
* Real-estate professionals
* Senior-living communities
* Offices
* Small businesses
* Hospitality companies
* Facilities managers
* Commercial kitchens
* Building management companies
* Other organizations requiring appliance-service support

Responsibilities may include:

* Building prospect lists.
* Identifying decision-makers.
* Making outbound calls.
* Sending introductory emails.
* Communicating company capabilities.
* Following up on outreach.
* Scheduling meetings or service opportunities.
* Maintaining prospect status.
* Tracking commercial opportunities.
* Developing long-term business relationships.

You must be comfortable initiating conversations with people who have not previously contacted the company.

---

# Warranty Relationship Development

Our company works with warranty and manufacturer service relationships.

You may help:

* Build professional relationships with warranty contacts.
* Follow up on service authorizations.
* Resolve outstanding administrative issues.
* Track unpaid or delayed warranty matters.
* Maintain communication with warranty representatives.
* Identify opportunities for increased service assignments.
* Improve the quality and timeliness of required documentation.
* Monitor recurring warranty-service issues.
* Escalate significant relationship concerns.
* Maintain accurate records of warranty conversations and outcomes.

The goal is not simply processing claims.

The goal is helping build **reliable, productive business relationships**.

---

# Sales & Conversion

You should be comfortable asking customers to move forward.

This may include:

* Asking whether a customer would like to schedule.
* Asking whether a customer is ready to approve a repair.
* Identifying objections.
* Clarifying service value.
* Explaining available options.
* Following up after estimates.
* Recovering abandoned inquiries.
* Re-engaging prior customers.
* Identifying additional service needs.
* Helping customers make decisions without pressure.

You should understand the difference between:

**Serving the customer**
and
**passively waiting for the customer to make every next move.**

---

# Customer Lifecycle Ownership

The customer lifecycle may include:

**Inquiry → Booking → Service → Estimate → Approval → Repair → Payment → Satisfaction → Review → Referral → Repeat Business**

You will help monitor where customers are in this process and identify where opportunities are becoming stalled.

Every active customer or sales opportunity should have:

* Current status
* Last contact date
* Next action
* Assigned owner
* Due date
* Revenue opportunity
* Outcome

Unclear ownership creates lost revenue and poor customer experiences.

---

# CRM & Documentation Standards

Strong documentation is required.

You will maintain accurate records of:

* Customer communications
* Sales follow-up
* Estimate status
* Customer objections
* Complaint history
* Resolution attempts
* Commercial outreach
* Warranty contacts
* Review requests
* Referral activity
* Next actions
* Outcomes

Your notes should allow another team member to understand the situation without calling the customer to reconstruct the history.

---

# Required Skills

Strong candidates should demonstrate:

* Excellent spoken English
* Excellent written English
* Strong professional telephone presence
* Sales confidence
* Customer-service judgment
* Objection handling
* Conflict resolution
* Customer de-escalation
* Outbound calling confidence
* Consultative sales ability
* Strong follow-up
* Excellent organization
* High attention to detail
* Strong CRM documentation
* Ability to prioritize
* Independent problem-solving
* Good decision-making
* Professional assertiveness
* Emotional control
* Ability to work with performance metrics
* Ability to identify opportunities without constant supervision

---

# Preferred Experience

We are especially interested in candidates with experience in:

* Customer success
* Inside sales
* Account management
* Customer retention
* Service recovery
* Appointment setting
* Lead follow-up
* Home-service businesses
* Property management
* Warranty administration
* Insurance
* Hospitality
* B2B sales
* Business development
* Call center sales
* Collections or account follow-up
* Commercial account management

Experience in appliance repair is not required.

We value **judgment, communication, sales ability, ownership, and execution** more than industry-specific experience.

---

# Technology Skills

Candidates should be comfortable with:

* CRM systems
* Scheduling software
* Google Workspace
* Google Sheets
* Email systems
* Online messaging systems
* Cloud telephone systems
* Online payment platforms
* Warranty portals
* Shared digital files
* AI productivity tools such as ChatGPT
* Basic spreadsheet reporting

The ability to learn new software quickly is important.

---

# Mindset We Are Looking For

## Ownership

You do not simply identify problems. You help drive them toward resolution.

## Commercial Awareness

You understand that missed follow-up, abandoned estimates, poor customer recovery, and weak relationships all have financial consequences.

## Confidence

You are comfortable making outbound calls, speaking with decision-makers, asking for business, and handling difficult conversations.

## Judgment

You know when to solve, when to follow up, when to negotiate within policy, and when to escalate.

## Persistence

You do not abandon reasonable follow-up after one unanswered call.

## Customer Advocacy

You understand the customer’s perspective while also respecting company policies and business realities.

## Accountability

You own your commitments and communicate quickly when something requires attention.

## Professionalism

You remain calm and respectful even when others are not.

---

# This Position May NOT Be Right for You If:

* You dislike outbound calling.
* You avoid sales conversations.
* You are uncomfortable asking customers to make a decision.
* You believe customer-service roles should only handle inbound inquiries.
* You automatically escalate unhappy customers.
* You avoid conflict.
* You struggle with follow-up.
* You dislike being measured on outcomes.
* You prefer highly repetitive work with little judgment required.
* You require constant instructions before taking action.
* You are uncomfortable speaking with business decision-makers.
* You do not enjoy solving problems.
* You believe an attempted call automatically completes a follow-up task.

---

# Performance Expectations

Performance may be evaluated using metrics such as:

* Open-estimate follow-up rate
* Estimate conversion rate
* Revenue recovered from open estimates
* Previous-customer reactivation
* Revenue generated from reactivation
* Outbound call activity
* Appointment conversion
* Reviews requested
* Reviews generated
* Referrals generated
* Referral conversion
* Customer complaints resolved
* Percentage of escalations resolved without owner involvement
* Commercial outreach activity
* Commercial opportunities created
* Warranty relationship activity
* Outstanding customer follow-up
* Overdue tasks
* CRM accuracy
* Customer response time
* Retention and repeat business

Activity is important, but **outcomes matter**.

---

# Relationship With Tier 1 Customer Service

This position works closely with our Tier 1 Customer Service & Administrative Coordinator.

Tier 1 primarily handles:

* Incoming calls
* Scheduling
* Routine customer communication
* Appointment confirmations
* Data entry
* Basic follow-up
* Parts updates
* Administrative tasks

Tier 2 handles matters requiring:

* Stronger judgment
* Customer recovery
* Sales ability
* Difficult conversations
* Objection handling
* Revenue follow-up
* Commercial outreach
* Warranty relationships
* Escalation management

The goal is to resolve as much as possible within the customer operations team before requiring owner involvement.

---

# Remote Work Requirements

Candidates must have:

* Reliable computer
* Stable high-speed internet
* Professional headset
* Quiet work environment
* Backup internet option
* Reasonable power-outage backup plan
* Reliable availability during the assigned schedule
* Ability to work Monday through Friday, 11:30 AM to 5:30 PM U.S. Central Time (6 hours/day) - this shift overlaps with our Tier 1 Customer Service team from 11:30 AM to 1:30 PM CST for handoff of escalated cases
* Professional environment suitable for customer calls

Because this is a customer-facing sales and escalation role, call quality and reliability are essential.

---

# What Success Looks Like

A successful Customer Experience & Revenue Coordinator can look at a customer account or sales opportunity and ask:

**Where is this opportunity currently stuck?**

**What does the customer need?**

**What does the company need?**

**What action can I take now?**

**What is preventing the next step?**

**Can this be resolved without management?**

**Is there a revenue, review, referral, or relationship opportunity here?**

**What should happen next, and when?**

The strongest person in this role will help turn customer operations from a reactive function into a **revenue-generating and relationship-building function**.

---

# Hiring Process

Qualified candidates may complete several hiring stages:

1. Application review
2. Tier 2 customer experience and sales assessment
3. Written customer-recovery exercise
4. Outbound sales exercise
5. Voice communication assessment
6. Interview
7. Final practical or paid trial assessment when appropriate

Candidates should expect to demonstrate actual judgment and communication ability rather than relying only on résumé experience.

---

# How to Apply

Please carefully follow all application instructions.

Candidates selected to continue may receive a pre-interview assessment covering:

* Customer recovery
* Sales judgment
* Follow-up
* Objection handling
* Prioritization
* Commercial outreach
* Written communication
* Escalation judgment
* Customer retention
* Revenue awareness

We are looking for someone who sees customer service not as a queue of calls to complete, but as a responsibility to **protect relationships, recover opportunities, and create measurable business value**.