Customer Experience Coordinator chez MID-AMERICAN GUNITE POOLS INC

Description

POSITION TITLE: CUSTOMER EXPERIENCE COORDINATOR 

FLSA STATUS: NON-EXEMPT 

Part-Time - ~30 hours / week

LOCATION: ERLANGER, KY   

Mid-American Pools is a leading pool construction and pool service company in Cincinnati and the greater tri-state region. Mid-American is renowned for delivering luxury, complex, and large-scale pool projects with excellence. We pride ourselves on our commitment to excellence, quality, and client satisfaction. 

The Customer Experience Coordinator is not a commission-based sales role; instead, it blends the warmth of customer interaction with the structure of administrative support of our sales teams. The ideal candidate enjoys being a trusted point of contact for our prospective clients, helping people make decisions, and keeping projects organized.

We invite you to learn more about us at https://midamericanpools.com and read on for a further description of the role.

Key Responsibilities:

Lead Qualification & Sales Support

• Screen and qualify inbound leads via phone, email, and web form submissions.
• Conduct initial discovery calls to gather project details and assess fit.
• Coordinate site visits and consultations for the sales team.
• Maintain accurate and up-to-date lead records in CRM.
• Follow up with unresponsive leads and nurture long-term prospects.
• Assist with other sales and marketing activities.

Administrative & Construction System Management

• Enter and maintain client/project data in construction software systems (e.g., JobTread)
• Create and track project folders, forms, and documentation.
• Maintain up-to-date records of project status and progress milestones.
• Assist with scheduling and coordination between sales, operations, and subcontractors.

Client Communication & Selections

• Serve as a communication bridge between homeowners and internal teams.
• Manage client touchpoints: schedule updates, milestone check-ins, and selections reminders.
• Guide clients through the material selection process (tile, plaster, coping, finishes, etc.)
• Track and document client decisions to ensure timely project progression.

Permitting & Compliance

• Prepare and submit permit applications to local municipalities.
• Track permit status and follow up as needed to prevent project delays.
• Coordinate with surveyors, engineers, and inspectors, as necessary.
• Maintain organized records of permits, inspections, and related correspondence.

Compensation & Benefits 

• Competitive base hourly rate.
• Healthcare benefits offered (at 30 hours / week) – 100% company paid premiums for employee (~$6,300 cost to co.) Family healthcare insurance is available at cost.
• Dental benefits – 100% company paid premiums for employee (~$400 cost to co.) Family dental insurance is available at cost.
• $10,000 company paid life insurance with additional voluntary life available at employee expense.
• 401k plan with a 4% company match if the employee contributes 5%.
• Vision, STD/LTD available at employee expense.

Requirements

Required Qualifications 

• Exhibit Mid-American Pool’s Core Values: Teamwork, Excellence, Customer Focus, Integrity, and Reliability.
• Excellent customer-facing communication skills.
• Excellent written and verbal communication skills
• 2–5 years of experience in administrative, customer service, or sales/project coordination
• Experience with CRM or construction project management software (e.g., JobTread, Buildertrend, CoConstruct)
• Familiarity with residential construction or permitting processes preferred.
• Highly organized, detail focused, and follow-through.
• Professional and positive demeanor with clients and coworkers.
• Self-starter comfortable juggling multiple responsibilities
• Ability to work quickly and effectively under pressure and manage multiple priorities. 
• Proficiency with Microsoft Office 

Preferred Qualifications 

• Previous experience with residential construction or renovation sales and customer communication in a similar role.
• Personable, with experience using social media professionally to engage audiences or promote services.
• Skilled and comfortable with use of AI tools.

Additional Requirements:

• This is an onsite position at our facility in Erlanger, KY. 
• Must be authorized to work in the United States.
• A criminal background check is required.
• Clean motor vehicle report and current driver's license required to be insured and operate company vehicle.
• Drug screens are NOT required for employment but can be required subsequently if warranted.