Customer Communication Coordinator
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Job Description
Customer Communication Coordinator serving as the main point of contact for clients in a construction services company. Ensuring timely and clear communication throughout project lifecycles.
Responsibilities:
- Own the communication lifecycle of every project.
- Send clear, frequent updates at every major project stage.
- Answer common questions (e.g., "Is this normal?" or "Why does this look different?").
- Explain work at a high level using approved language, reassuring customers or escalating issues as needed.
- Respond immediately to inbound calls, texts, emails, and web leads.
- Schedule inspections using established scripts.
- Conduct outbound follow-up on missed, unscheduled, and aged leads.
- Maintain meticulous records of all lead activity in the CRM.
- Coordinate inspections, follow-ups, and administrative touchpoints.
- Confirm appointments to minimize no-shows.
- Manage and maintain accurate shared calendars.
- Serve as the main point of contact while work is in progress.
- Provide proactive status updates via phone and text.
- Route technical or production-specific questions to the appropriate team members.
- Track job status and ensure all required documents are in the CRM.
- Issue invoices, send payment links, and manage friendly payment reminders.
- Track recoverable insurance depreciation and follow up post-completion.
- Ensure every project is fully closed out administratively.
Requirements:
- Exceptional professional spoken and written English with a strong phone presence and professional texting etiquette.
- Ability to manage and maintain high volumes of inbound and outbound calls and messages daily.
- Reliable, high-speed internet connection capable of supporting VoIP calls and messaging software without interruption.
- High-level organizational skills with a natural tendency to "close the loop" and follow through on tasks without being prompted.
- Comfort and confidence in making outbound follow-up calls to prospective and existing customers.
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