Client Experience Coordinator

Position Overview Watercrest Custom Pools is seeking a highly organized and customer-focused Client Experience Coordinator to deliver an exceptional experience for homeowners throughout their custom pool and outdoor living projects. This fully remote position serves as the primary non-technical point of contact for clients, coordinating communication, scheduling appointments, tracking project milestones, and ensuring homeowners remain informed from consultation through project completion. The ideal candidate is an excellent communicator who enjoys building relationships, managing multiple priorities, and creating a seamless customer experience while supporting internal project teams. Key Responsibilities Client Experience Management Serve as the primary contact for homeowners throughout the project lifecycle via phone, email, text, and virtual meetings. Build positive relationships by providing timely updates, answering non-technical questions, and ensuring consistent communication. Deliver a professional and personalized customer experience from initial consultation through final project completion. Escalate construction, engineering, permitting, or technical questions to the appropriate internal specialists. Project Coordination Schedule consultations, design meetings, virtual appointments, site visits, inspections, and project milestone reviews. Coordinate communication between homeowners, designers, project managers, construction teams, and administrative staff. Monitor project timelines and proactively communicate scheduling updates or project changes. Assist with organizing project documentation and homeowner records. Administrative Operations Maintain accurate customer information within CRM and project management platforms. Update project notes, communication logs, scheduling records, and service documentation. Prepare customer correspondence, welcome materials, project checklists, and informational resources. Generate reports related to customer satisfaction, project status, and engagement metrics. Customer Support Respond promptly to customer inquiries while maintaining a high level of professionalism and empathy. Conduct follow-up calls after major project milestones to ensure customer satisfaction. Collect customer feedback and recommend improvements that enhance the overall client experience. Assist in resolving routine service concerns through collaboration with internal departments. Cross-Functional Collaboration Work closely with sales, design, project management, construction, accounting, and operations teams. Support workflow improvements that enhance efficiency and customer satisfaction. Participate in team meetings and contribute ideas for improving internal processes and communication. Assist with additional administrative projects as assigned. Qualifications Required High school diploma or equivalent. Minimum 2 years of experience in customer service, client success, project coordination, hospitality, office administration, construction administration, scheduling, property management, or administrative support. Excellent verbal and written communication skills. Strong organizational, multitasking, and problem-solving abilities. Ability to manage multiple client relationships simultaneously while maintaining attention to detail. Ability to work independently in a fully remote environment. Proficiency with Microsoft Office, Google Workspace, CRM software, project management platforms, scheduling systems, and virtual collaboration tools. Preferred Associate's or Bachelor's degree in Business Administration, Communications, Project Management, Marketing, or a related field. Experience supporting home improvement, construction, remodeling, landscaping, pool construction, interior design, or real estate businesses. Familiarity with CRM platforms, project scheduling software, customer service systems, or document management applications. Previous remote work experience. Core Competencies Client relationship management Customer experience Project coordination Communication Administrative support Organization Time management Problem-solving Collaboration Attention to detail Pay: $24.91 - $30.00 per hour Benefits: 401(k) 401(k) matching Flexible schedule Health insurance Paid time off Paid training Professional development assistance Retirement plan Work from home Work Location: Remote