Customer Experience Coordinator

Customer Experience CoordinatorBe the Voice of the Customer Across Our Entire OperationBoater's World Marine Centers is seeking a highly organized, solution-oriented Customer Experience Coordinator to support our dealership network across Florida and Texas, including Bradenton, Lake Placid, Islamorada, and Grand Prairie.This role is responsible for handling customer concerns, coordinating resolutions, and ensuring a consistent, professional customer experience across all locations. You will act as the central point of contact for escalated customer issues, working closely with store leadership to investigate concerns, communicate clearly, and drive timely resolutions.If you are calm under pressure, highly organized, and take pride in turning difficult situations into positive outcomes, this is a high-impact opportunity.Customer Issue Management & ResolutionServe as the primary point of contact for escalated customer concerns across multiple dealership locationsGather details, investigate issues, and document findings thoroughlyCoordinate with General Managers, Service Managers, and department leaders to determine appropriate resolutionsEnsure all customer concerns are handled in a timely, professional, and consistent mannerCross-Location CoordinationWork closely with teams at BWB, BWLP, BWI, and BWGP to align on communication and resolution strategiesTrack ongoing issues and follow up to ensure completionMaintain visibility across locations to identify recurring issues or trendsCustomer CommunicationCommunicate directly with customers via phone and email regarding complaints, concerns, and resolutionsDe-escalate situations and maintain a calm, professional tone at all timesSet clear expectations and provide updates throughout the resolution processProcess & DocumentationMaintain organized records of all customer interactions and resolutionsIdentify patterns or recurring issues and escalate internally when neededSupport the development of consistent processes for handling customer concerns across the organizationRequirementsPrior experience working in a dealership environment (marine, automotive, RV, or powersports)Strong understanding of dealership operations, including service, sales, and customer flowProven ability to handle customer complaints and escalations professionallyExcellent communication skills (written and verbal)Ability to de-escalate difficult situations and stay composed under pressureHighly organized with strong follow-through and attention to detailComfortable coordinating across multiple teams and locationsWhy This Role Stands OutDirect impact on customer satisfaction across multiple high-volume locationsWork closely with leadership across Sales, Service, and OperationsOpportunity to help build and standardize customer experience processes company-wide