Customer Experience & Operations Specialist

Job Title: Customer Experience & Operations Specialist

Department: Office/Administration

Reports To: Operations Manager

FLSA Status: Exempt

Prepared Date: 02/25/2026

The Customer Experience & Operations Specialist champions the success of every customer from initial sales through installation. This role combines high-level customer communication, operational coordination, and meticulous attention to detail to ensure seamless execution of appointments, deliveries, and job-related logistics. The Specialist proactively identifies potential issues—such as missing materials, scheduling conflicts, or incomplete paperwork—and resolves them to maintain an exceptional customer experience.

They also support the office and events by managing documentation, payments, and operational workflows, ensuring the company runs smoothly and efficiently.

• Schedule, confirm, and manage sales and installation appointments.
• Confirm appointments for the following day; update Click Up files to “pending” once confirmed or move to “unscheduled lead” if canceled.
• Answer phone calls, voicemails, and emails from customers promptly; direct calls to staff or take messages as needed.
• Provide professional and timely order status updates; answer customer questions regarding progress.
• Follow up on soft leads to schedule appointments and assist with customer questions.
• Assist walk-in and showroom customers with general product information, questions, and samples.
• Assist with client-directed duties such as collecting payments, relaying information, and appointment scheduling.

• Receive and check deliveries (boxes or pallets); communicate with staff when assistance is needed.
• Coordinate additional materials required for job completion, such as lifts, U-Hauls, or other equipment, ensuring they are scheduled and prepared for pickup.
• Process returns, including boxing, labeling, and arranging shipping.
• Communicate effectively with team members regarding product arrivals, job-related needs, and potential issues.

• Maintain both digital and hardcopy customer files with accurate communication notes, paperwork, and documentation.
• Create hardcopy folders for each installation with all appropriate paperwork.
• Keep company digital and paper records current, ensuring filing locations and logs are updated.
• File and archive receipts, paper copies, and other documentation as needed.
• Process post-installation paperwork and move digital files to the appropriate location based on feedback.
• Complete assigned Click Up tasks daily.
• Update the payments log and record payments accurately.
• Log deposits for processing; track and note outstanding balances.
• Request outstanding payments from customers when necessary.
• Assist with matching payments to accounts and ensure invoicing is up to date, including add-ons ordered after installation (e.g., lifts).

• Assist with company events, including preparation, staffing, or packing up afterward.
• Provide general office support as needed.
• Perform other tasks as assigned by the Office Manager.

This position does not oversee staff.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required.
• At least two years of related administrative, customer service, or office experience required.
• An equivalent combination of education and experience is acceptable.

• Strong verbal and written communication skills.
• Ability to adapt to new tasks and procedures quickly.
• Able to manage time well and complete tasks on time.
• Excellent organizational skills and attention to detail.
• Ability to handle multiple tasks simultaneously and meet deadlines.
• Proficiency in gSuite and ability to learn new software quickly.
• Strong customer service skills with ability to…