Customer Experience Team Member

Customer Experience Coordinator – Residential New Construction Division

At R&R Heating & Air Conditioning, we believe comfort starts long before a system is installed – it begins with a positive, professional, and seamless experience. As our Customer Experience Coordinator in the Residential New Construction Division, you will be the friendly and dependable point of contact supporting builder partners, homeowners, project leads, and installation teams. Your work directly shapes how our customers feel about building their home with R&R.

Who We Are:

Mission – Improving lives. Pushing the boundaries of what’s possible.

We are a locally owned HVAC company built on Integrity, Trust, Giving, Positivity, Teamwork, and Accountability. We are proud to serve our community and are committed to supporting the success of every builder, homeowner, and teammate we work with.

The Customer Experience Coordinator ensures a smooth workflow between residential builders, homeowners, and the R&R field and office teams. You’ll handle communication, scheduling, documentation, and follow‑through to keep new construction projects moving efficiently and professionally.

• Serve as the primary point of contact for builder partners and new‑construction customers.
• Coordinate scheduling for installation, trim, and service follow‑ups.
• Manage and track project progress in internal systems (Service Titan + project files).
• Maintain accurate job notes, documentation, and communication trails.
• Support homeowners in understanding HVAC system features and warranty expectations.
• Assist internal teams with updates regarding delays, changes, and builder communications.
• Ensure a consistent, positive, and brand‑aligned customer experience at every touchpoint.
• Help resolve questions or issues with professionalism and urgency.
• Collaborate closely with New Construction Project Managers, Install Leads, and Warehouse.

• Customers internally and externally feel informed, valued, and heard.
• Builders view R&R as responsive, timely, and dependable.
• Internal teams receive clear and proactive communication.
• Scheduling and documentation are accurate and complete.
• Problems are identified early and resolved quickly.

• Strong communication and relationship‑building skills.
• Experience in customer service, coordination, dispatch, project support, or similar.
• Ability to work in a fast‑paced environment with shifting priorities.
• Confident using computer systems and learning new programs.
• Detail‑oriented with strong follow‑through.

• Experience in HVAC, construction, manufacturing, or project coordination.
• Familiarity with Service Titan or similar workflow systems.

This role works on‑site, collaborating daily with field teams, warehouse, project managers, and customer/homeowner contacts.

Base pay range: $21.00/hr – $25.00/hr (DOE).

Entry level

Full‑time

Other