Customer Experience Coordinator

CUSTOMER EXPERIENCE COORDINATOR
Customer Experience | Remote | Full-Time, Non-Exempt (Hourly)

POSITION SUMMARY
As the Customer Experience Coordinator, you'll support an exceptional veteran experience by managing customer communications across multiple channels and ensuring timely, accurate, and professional service throughout the customer journey. This role focuses on daily customer touchpoints, including email, text messaging, CRM communications, and administrative support.

We're looking for someone with strong written communication skills and a keen eye for detail who thrives in a fast-paced environment. You'll work closely with Operations, Providers, the Call Center, and other internal teams to ensure veterans receive clear communication, accurate information, and a seamless experience from scheduling through case completion.

KEY RESPONSIBILITIES

Customer Communications Management
- Manage inbound and outbound customer communications through email, text messaging, and CRM platforms
- Monitor communication queues to ensure timely responses and follow-up
- Assist with appointment-related communications and customer notifications

Account & Data Management
- Complete administrative tasks that support the veteran experience, including data entry and record/document review maintenance
- Review customer accounts to ensure information is accurate, complete, and up to date

Cross-Team Coordination
- Coordinate communication between veterans, providers, and internal departments
- Support customer service initiatives that improve communication and overall satisfaction
- Identify recurring customer questions or issues and communicate trends to leadership

Documentation & Process Adherence
- Document customer interactions accurately within company systems
- Maintain confidentiality while handling sensitive customer information
- Follow established workflows, SOPs, and service standards
- Support special projects and operational initiatives as assigned

QUALIFICATIONS

Required
- 2+ years of customer service or customer support experience
- Experience working with CRM platforms (GoHighLevel preferred)
- Excellent written communication skills
- Strong attention to detail
- Ability to multitask in a fast-paced environment
- Proficiency in Microsoft Office and SharePoint

Preferred
- Healthcare experience

COMPENSATION & BENEFITS
- Hourly Rate: $21.50–$24.00, commensurate with experience
- Overtime: Eligible for overtime pay in accordance with the FLSA and applicable state law
- Medical, Dental & Vision: Eligible the first of the month following 30 days; Xterra Health covers 75% of employee premiums
- PTO: In accordance with Xterra Health's PTO policy for hourly, non-exempt employees
- 401(k): 100% employer match up to 4% of eligible compensation; immediate vesting; enrollment the first of the month following 90 days