Customer Experience Coordinator I

ABOUT EMPOWER

At Empower Home Services, we’re more than just a home services company – we’re a team driven by innovation, integrity, and a commitment to excellence. Specializing in solar, HVAC, electrical, and roofing solutions, we take pride in delivering high-quality, energy-efficient services that truly make a difference in our customers’ lives. Our dedication to exceptional service and continuous improvement has earned us a spot on the Inc. 5000 – America’s Fastest Growing Companies list year after year.

When you join Empower, you’re stepping into a dynamic and growing organization where your contributions matter. We foster a culture of collaboration, learning, and advancement where ambitious professionals thrive and are empowered to succeed. If you’re looking to grow your career with a company that’s always raising the bar and striving to be the best in the business, Empower Home Services is the place for you.

BRIEF SUMMARY

The Customer Experience Coordinator I is the primary point of contact for customers throughout the pre-installation and post-installation process. This role manages day-to-day customer inquiries, provides timely and accurate support, resolves issues whenever possible on the first contact, and ensures customers remain informed throughout their experience. The coordinator identifies concerns that require additional support and escalates them through the established process while maintaining a positive experience for customers and internal partners. Success is measured by the quality of customer interactions, customer satisfaction (CSAT), first contact resolution, response times, and the overall ease of doing business with Empower.

ESSENTIAL FUNCTIONS

Customer Support & Communication

• Serve as the primary point of contact for customers by handling inbound and outbound pre-installation and post-installation inquiries.
• Provide timely, accurate, and professional support while resolving customer questions and concerns whenever possible during the first interaction.
• Deliver a positive customer experience through proactive communication and follow-up.

Escalation Management

• Identify customer issues that require additional support or authority and escalate them through the established escalation process with complete documentation and context.
• Ensure complex customer concerns are transitioned smoothly to the appropriate level for resolution while maintaining clear communication with the customer.

Customer Experience Standards

• Follow established customer communication standards, including the use of Call Pilot and other required service processes.
• Maintain accurate records of customer interactions and ensure all communications meet company quality expectations.

Customer Satisfaction & Performance

• Contribute to departmental performance goals by supporting improvements in Customer Satisfaction (CSAT), First Contact Resolution (FCR), response times, and call abandonment rates.
• Take ownership of resolving customer issues efficiently while delivering a consistent, high-quality customer experience.

Internal Collaboration

• Partner effectively with Sales and other internal departments by providing timely, accurate information and support.
• Communicate recurring customer concerns and operational challenges to leadership to help improve processes and reduce internal friction.

Team Support & Development

• Participate in cross-training initiatives to provide operational coverage and maintain business continuity.
• Continuously develop product, process, and customer service knowledge to support team success and career growth.

KNOWLEDGE, SKILLS & EXPERIANCE

Required

• High School Degree
• 1-2 years related experience in Customer Service.
• Ability to make sound, independent judgments
• Capacity and desire to expand knowledge of software capabilities
• Take initiative to plan, organize, and complete assignments independently
• Initiate, maintain, and complete both short term and long-term projects simultaneously
• Able to work independently and work effectively as a member of a team
• Able to handle regular interruptions to serve the needs of others while maintaining focus on multiple priorities and short and long term deadlines
• Able to finish projects both quickly and accurately
• Able to proactively seek out ways to improve upon existing methodologies
• Maintain the highest level of integrity and confidentiality
• Establish and maintain cooperative relationships with employees, maintaining a warm and professional manner with a positive employee relations and customer service mindset

Preferred

• 1-2 years related experience in Solar, Roofing, or General Construction preferred

COMPENSATION

The expected pay range for this position is $39,000-$50,000. This range reflects the actual range of earnings of employees in this position.

BENEFITS

We offer employees working full-time comprehensive benefits, including health coverage (medical, dental and vision), 401K, paid Holidays off, and Sick Leave.