Description
Customer Experience Coordinator (CEC)
Be the voice of the customer. Drive the experience. Make an impact.
If you thrive in a fast-paced environment, enjoy helping people, and like the balance of service and sales, this role puts you right in the center of it all. As a Customer Experience Coordinator, you will be the connection point between our customers, service teams, and sales partners, ensuring every interaction is smooth, professional, and memorable.
This is more than a customer service role. It is about owning the customer journey from first contact through resolution, while identifying opportunities to enhance their experience along the way.
What You’ll Do
Customer Support & Service
- Act as the main point of contact for customers throughout scheduling, service, and follow-up
- Manage service requests from start to finish, including documentation, agreements, and payments
- Keep customer records accurate and up to date in our CRM system
- Resolve issues quickly, escalating when needed to ensure a strong customer outcome
Communication (Inbound & Outbound)
- Handle inbound calls, emails, chat, and text inquiries with professionalism and urgency
- Make outbound calls to confirm appointments, follow up on requests, and support ongoing projects
- Identify and qualify potential leads while delivering a great customer experience
- Document all interactions clearly and accurately
Collaboration & Coordination
- Partner with service technicians, sales reps, and internal teams to keep projects on track
- Coordinate schedules and ensure appointments are set up for success
- Support Factory Representatives with clear, timely communication
Reporting & Improvement
- Track service results, customer feedback, and lead activity
- Identify trends and suggest ways to improve processes and customer satisfaction
- Support team goals and take on additional responsibilities as needed
Requirements
What You Bring
- Strong communication skills with the ability to build trust quickly
- Organized and detail-oriented, able to manage multiple priorities
- A problem-solving mindset with the ability to stay calm under pressure
- Results-driven approach with the ability to influence and guide conversations
- Professionalism, accountability, and follow-through
Qualifications
- High School Diploma required; Bachelor’s degree preferred
- Experience in customer service, sales, or call center environment preferred
- Comfortable using Microsoft Office (Word, Excel, Outlook)
- Experience with CRM systems is a plus
Summary
Why Thompson Creek?
We’ve been transforming homes and careers for over four decades. As a family-owned business with a local manufacturing facility, we offer quality products, trusted service, and the support you need to succeed.
You’ll be helping customers improve their homes’ safety, beauty, and energy efficiency while building a career you can be proud of.
Thompson Creek Window Company is a leading home improvement provider serving the Mid-Atlantic with a reputation for excellence in windows, doors, siding, roofing, and gutters. Headquartered in Lanham, MD, with a manufacturing facility in Upper Marlboro, we’re committed to quality, customer satisfaction, and community impact.
EOE • Drug-Free Workplace • We celebrate diversity and are committed to creating an inclusive environment for all employees.