Customer Success & Service Coordinator Turn Customer Conversations Into Exceptional Service Experiences

Location: 7035 Kit Kat Rd, Elkridge, MD 21075 (In Office)
Pay: $21.00 - $24.00 per hour + Paid Commission Opportunities
Schedule: Monday - Friday, 8:30 AM - 4:30 PM (No Weekends) ✅ Full Benefits Package Benefits Include:
Healthcare coverage with up to 85% employer-paid medical insurance
Employer-paid dental and vision coverage
Paid commission and incentive opportunities
2 weeks PTO
Stable Monday through Friday schedule
Professional training and career growth opportunities
Supportive, team-focused environment

About Us Since 1993, Day or Night Home & Hearth Service has been helping homeowners stay comfortable and safe through expert fireplace service, maintenance, and remodeling solutions. Our reputation has been built on one simple philosophy: do the job the right way, not the easy way. We are known for our attention to detail, commitment to safety, and exceptional customer service. As we continue to grow, we're looking for an energetic and customer-focused professional to become a key part of our team.

About the Role This is much more than a traditional receptionist position. As our Customer Success & Service Coordinator, you will serve as the first point of contact for customers and play a direct role in driving company growth. You'll combine outstanding customer service skills with proactive sales outreach to help customers schedule services, follow up on opportunities, and ensure every interaction leaves a lasting impression. If you're someone who enjoys building relationships, solving problems, and turning inquiries into appointments, we'd love to meet you.

What You'll Do Be the First Impression

Answer incoming calls, emails, and online inquiries with professionalism and enthusiasm
Schedule appointments efficiently while providing an exceptional customer experience
Ensure every customer feels heard, valued, and supported Re-Engage Opportunities
Follow up with past customers, unbooked estimates, and dormant leads
Reconnect with homeowners due for maintenance, inspections, or upgrades
Convert missed opportunities into booked appointments Drive Revenue Through Service
Identify customer needs and recommend services, maintenance plans, safety products, and upgrades
Create value-based recommendations that genuinely improve the customer's experience
Support company growth through ethical upselling and relationship-building Coordinate With the Team
Work closely with service technicians and sales professionals
Optimize schedules and appointment flow
Maintain accurate customer records and follow-up activities within the CRM

What We're Looking For Excellent Communication Skills

Naturally friendly, engaging, and confident on the phone
Strong written communication skills
Ability to create positive customer experiences in every interaction Proactive Sales Mindset
Comfortable making outbound follow-up calls
Enjoy re-engaging leads and uncovering opportunities
Motivated by achieving goals and earning commissions Highly Organized & Detail-Oriented
Strong administrative and follow-up skills
Accurate documentation and CRM management
Ability to manage multiple priorities without sacrificing quality Preferred Experience
2+ years of experience in customer service, inside sales, dispatching, scheduling, or a related field
Experience using CRM software is a plus
Service industry experience preferred but not required

Apply now and help us deliver comfort, safety, and exceptional service every day.

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Customer Success and Service Cordinator