We're is seeking a highly organized and customer-focused Customer Experience & Production Coordinator to serve as the main point of contact for customers once their project moves into production.

This role ensures customers receive clear communication, professional follow-up, and a smooth experience from production through project completion. The ideal candidate is proactive, detail-oriented, and comfortable handling customer communication, documenting interactions, and resolving issues quickly.

You will play a key role in maintaining excellent customer satisfaction and strengthening our reputation through reviews and referrals.

Schedule

• Monday to Friday, 08:00 AM to 04:00 PM Dunbar, WV (EDT), With 1 Hour of Unpaid Break (7 Hours Per Day, 35 Hours Per Week)

Independent Contractor Perks

• Permanent Work from Home
• Immediate Hiring
• Health Insurance Coverage for eligible locations

Key Responsibilities

Monitor Jobs Entering Production

• Track all jobs that move into the production stage.
• Confirm customer information is accurate within Zuper.
• Prepare for and maintain communication with customers throughout the production phase.

Maintain Customer Communication During Production

• Serve as the primary point of contact for customers while their project is in production.
• Respond promptly and professionally to questions, updates, or concerns.
• Escalate issues to the appropriate internal team member when needed.
• Document all customer communication and updates in Zuper.

Post-Completion Customer Follow-Up

• Contact customers within 1–2 days after project completion via phone or text.
• Ask about their experience and whether they have any questions, concerns, or unresolved items.
• Record all feedback in Zuper.
• If any issues arise, clearly document them and notify the appropriate team member for resolution.

Update Job Status in Zuper

• Review the customer’s status following the completion follow-up.
• Enter accurate notes and updates in Zuper.
• Move the job into the appropriate stage based on the follow-up outcome.
• Ensure all status updates and documentation are completed accurately and promptly.

Request Customer Reviews & Referrals

• When customers express satisfaction, politely request:
  • A 5-star Google review
  • Referrals to friends, family, or neighbors
• Record that the review/referral request was made in Zuper.

Send Customer Appreciation Gifts

• Arrange for a customer appreciation gift following a successful project completion.
• Confirm gift details and ensure it is sent.
• Document the gift in Zuper.

Schedule and Conduct 3-Week Follow-Up

• Set a reminder in Zuper for 3 weeks after the initial completion follow-up.
• Contact the customer by phone or text.
• Check in to see how everything is going and whether any concerns have arisen.
• Document the interaction and escalate any issues as needed.

Resolve Customer Issues Efficiently

When concerns arise, you will:

• Remain calm, professional, and solutions-oriented.
• Gather all necessary details from the customer.
• Document the issue clearly in Zuper.
• Communicate with the appropriate internal team members.
• Follow through until the issue is resolved.
• Keep the customer informed throughout the process.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.