Customer Success Coordinator

Company: Veenstra + Lloyd's Plumbing, Heating & Cooling

Location: Bloomfield (PEC), Ontario (Remote, Ontario based)

Veenstra + Lloyd's is looking for a friendly, caring, and customer focused Customer Success Coordinator to be the welcoming voice of our company. This role is ideal for someone who genuinely enjoys helping people, takes pride in solving problems on the first call, and wants to own the customer experience from first inquiry through to a completed, paid job.

Our Customer Success Coordinator plays a key role in making sure every customer feels heard, every lead gets a fast response, and every existing customer receives the proactive care they deserve.

Position Details

• Schedule: Full-time
• Compensation: $25 per hour plus performance incentives and commissions
• Equipment: Laptop, headset, and phone system access provided

Key Responsibilities

• Providing a warm, professional, and welcoming experience for every customer by phone and email
• Responding to inbound leads within 30 minutes during business hours
• Booking site visits and routing customers to the right specialist on our sales team
• Following up on service plan quotes
• Proactively calling existing customers to book recurring service plans
• Providing morning phone coverage when needed (7am)
• Coordinating with field technicians on leads they identify during service calls
• Preparing customers for site visits with confirmations, reviews, and helpful prep information
• Documenting every customer interaction in our service software
• Maintaining a calm, helpful, and professional tone in every customer interaction

Qualifications

• Minimum 3 years of experience in a service advisor, dispatcher, or customer service coordinator role (trades, automotive, or similar industries)
• Demonstrated experience converting leads into booked appointments over the phone
• Strong written and verbal communication skills
• Experience with field service management software considered an asset (Simpro used at our company, training provided)
• Comfort taking customer payment over the phone via secure payment links
• Proficiency in Windows and basic office software

Education Requirements

• High school diploma or equivalent
• Diploma or training in customer service, business administration, or trades coordination (preferred)

Experience Requirements

• Minimum 3 years experience as a service advisor, dispatcher, or customer service coordinator in a trades, automotive, or similar service environment

Step into a role at Veenstra + Lloyd's where you are more than a coordinator, you are the consistent voice that keeps our customers feeling cared for. Start your journey with us and help us grow a business that does right by every customer, every time!