Customer Experience & Service Coordinator
We are an established heating and cooling company based on the North Shore, proudly serving clients throughout North Vancouver, West Vancouver, and the Lower Mainland.
We specialize in the service, repair, and installation of fireplaces, furnaces, boilers, water heaters, and air conditioning systems. Our team works hard to provide reliable service, clear communication, and a positive customer experience from the first phone call to the completed job.
We are looking for a full-time, permanent Customer Experience & Service Coordinator to join our team at our North Vancouver office.
This is an in-office position during regular business hours. The ideal candidate is friendly, organized, comfortable speaking with customers over the phone, and able to manage a busy flow of calls, emails, messages, and scheduling requests. Training will be provided, so HVAC experience is helpful but not required.
About the Role
As our Customer Experience & Service Coordinator, you will often be the first point of contact for our customers. You will help book appointments, answer questions, support our technicians, update customers about scheduling changes, and make sure information is entered accurately into our systems.
This role is a great fit for someone who enjoys helping people, staying organized, learning new systems, and being part of a growing service-based company.
Key Responsibilities
Your responsibilities will include:
- Answering incoming phone calls and providing friendly, professional customer service
- Responding to customer emails, online messages, texts, and appointment requests
- Booking service calls, maintenance appointments, quoted jobs, and installation work
- Entering customer information, appointment details, and job notes into our CRM and dispatching software
- Coordinating with technicians and updating them about schedule changes
- Advising customers of appointment updates or changes
- Conducting follow-up calls with clients
- Helping coordinate invoices, payments, and customer requests when needed
- Managing a busy flow of calls and emails in a calm and organized manner
- Supporting the team with general office and customer service duties
What We’re Looking For
The successful candidate should have:
- Excellent English communication skills, both spoken and written
- A friendly, positive, and professional approach to customer service
- Confidence speaking with customers over the phone
- Strong computer skills and the ability to learn new software quickly
- Fast and accurate typing skills
- Strong attention to detail
- Good organization and time management skills
- The ability to manage multiple priorities throughout the day
- A calm and professional manner when handling customer concerns
- The ability to work independently with limited supervision, while also supporting the team when needed
- A strong work ethic and willingness to learn
Nice to Have
The following experience is helpful:
- Front desk or reception experience: 1+ year
- Administrative experience: 1+ year
- Experience using CRM, dispatching, or scheduling software
Training
Training will be provided. Training typically takes approximately three to four weeks, depending on the candidate’s experience and learning pace.
Why Work With Us?
We offer:
- Competitive hourly pay
- Performance-based bonuses
- Paid training
- Long-term career opportunities
- On-site parking
- Casual dress
- A supportive team environment
- No work required on statutory holidays
Job Details
Job Type: Full-time, Permanent
Location: North Vancouver office
Schedule: Monday to Friday (7:30am-3:30pm Opening Shift and 10:00am-6:00pm Closing Shift)
Hours: 40 hours per week
Pay: $20.00 to $25.00 per hour, paid bi-weekly
Performance bonuses may be provided based on work ethic, reliability, performance, and overall contribution to the team.
The successful candidate will be responsible for having their own transportation to and from work.
How to Apply
If you are motivated, friendly, dependable, and enjoy helping customers, we would be happy to hear from you.
Please apply with your resume and a brief introduction telling us why you would be a good fit for this role. We look forward to speaking with you!
Pay: $20.00-$25.00 per hour
Benefits:
- Casual dress
- On-site parking
Flexible language requirement:
Application question(s):
- Do you reside in, or have reliable transportation to work in North Vancouver?
- What experience do you have with scheduling, or entering customer information accurately?
Experience:
- Customer service: 2 years (required)
Language:
Work Location: In person
