Customer Experience Coordinator

Customer Experience Coordinator

Supporting Cherry Glass & Aluminum and American Pump & Drilling

Location:

Idaho Falls,

Position Type:
Full-Time, In-House

Employer:

Cherry Glass

Northstar Summit is the parent company of several locally owned businesses proudly serving Eastern Idaho, Western Wyoming, and the surrounding region. Through our family of companies, we provide professional services in glass and glazing, water well drilling and pump systems, HVAC, plumbing, electrical, property services, and related industries.

This position will primarily support Cherry Glass & Aluminum and American Pump & Drilling, while also assisting with communication and administrative needs across other Northstar Summit companies as needed.

Northstar Summit is seeking a friendly, organized, and customer-focused professional to become the first point of contact for our companies.

The primary responsibility of this position is managing incoming customer communication. You will be one of the first voices our customers hear and one of the first faces they see. Every phone call, website inquiry, email, and walk-in customer helps shape the customer experience, making this one of the most important positions within our organization.

This position serves as one of the primary phone operators for Cherry Glass & Aluminum and American Pump & Drilling, answering incoming calls, gathering information, helping customers, taking accurate messages, and ensuring every inquiry reaches the appropriate person quickly and professionally.

While this position is physically based at the Cherry Glass office in Idaho Falls, it provides customer communication and administrative support for multiple Northstar Summit companies, primarily Cherry Glass & Aluminum and American Pump & Drilling.

You’ll also greet customers and visitors, serve as the front-line representative for the company, and act as a professional gatekeeper for leadership and other team members.

Beyond customer communication, you’ll assist with online lead management, administrative support, coordination between office and field teams, light social media posting, and a variety of day-to-day office responsibilities that help keep our companies operating smoothly.

This is a high-impact position that helps keep communication flowing between our customers, field teams, and office staff. The right person will quickly become an indispensable part of our daily operations.

• Serve as one of the primary people responsible for answering incoming phone calls for Cherry Glass & Aluminum and American Pump & Drilling.
• Answer calls promptly with a friendly, professional, and helpful attitude.
• Listen carefully to customer needs and gather the information necessary to determine the appropriate next step.
• Route calls to the correct estimator, project manager, technician, driller, pump specialist, office staff member, or member of leadership.
• Take complete and accurate messages when team members are unavailable.
• Provide basic scheduling, project, order, or service updates when information is available.
• Follow up internally to ensure customer requests and messages are handled promptly.
• Help prevent customers from being transferred multiple times by directing them to the right resource the first time.
• Maintain professionalism and composure when assisting frustrated or concerned customers.
• Deliver an exceptional customer experience during every interaction.

• Welcome customers, vendors, applicants, and visitors entering the Cherry Glass office.
• Provide a warm, professional, and helpful first impression.
• Assist walk-in customers and connect them with the appropriate team member.
• Act as a gatekeeper by screening and directing calls, visitors, and requests appropriately.
• Receive deliveries, payments, paperwork, and customer documents.
• Maintain a clean, organized, and welcoming front-office environment.

• Monitor incoming customer inquiries from company websites, online forms, email, and other digital channels.
• Respond promptly and professionally to website and online…