Customer Experience Coordinator/CSR

About this role

Northstar Summit

Idaho Falls, ID

Full-time, in office

About Northstar Summit

Northstar Summit is a locally owned group of service businesses serving Eastern Idaho and the surrounding region. Our companies work across home services, specialty trades, and property-related services. We value responsive customer care, practical problem-solving, and strong coordination between office and field teams.

About the role

We’re looking for a positive, energetic, and highly organized person who is confident on the phone and takes ownership of follow-through. This role combines customer service and sales with scheduling support, office coordination, and managing active work in company software.

You’ll handle incoming calls, make warm follow-up and cold outreach calls, help customers find the right solutions, and keep information and

next steps

organized.

What you’ll do

• Answer incoming calls promptly and provide friendly, professional help.
• Make warm follow-up calls and cold outreach calls to customers and prospective customers.
• Ask questions to identify customer needs, explain relevant services, and offer appropriate solutions or upgrades.
• Follow up on inquiries, estimates, open questions, and sales opportunities.
• Troubleshoot customer concerns, resolve issues within your role, and coordinate help when needed.
• Assist with scheduling and communicate changes to customers and team members.
• Manage customer and project information in company software, including notes, documents, tasks, status updates, and

next steps

.

• Track active work, follow up on outstanding items, and flag delays or missing information.
• Keep office records and daily processes accurate and organized.
• Coordinate communication between customers, office staff, managers, and field teams.

What we’re looking for

• Comfort and confidence on the phone, including incoming calls, warm follow-up, and cold outreach.
• A positive, energetic approach to customer conversations.
• Confidence recommending services, identifying opportunities to upsell, and asking for the sale.
• Strong troubleshooting and problem-solving skills.
• Excellent organization, accuracy, and follow-through.
• Ability to manage competing priorities without losing track of customer commitments.
• Experience using software to manage customers, jobs, projects, or workflows.
• Clear written communication and sound judgment about when to resolve an issue or involve someone else.
• Dependability and a willingness to take ownership of the work.

Experience in customer service, sales, scheduling, office coordination, dispatch, project coordination, or a service business is preferred.

What success looks like

Customers receive prompt responses and useful solutions. Calls and sales opportunities get timely follow-up. Schedules and project records stay accurate. Problems are addressed early, and active work has a clear next step.

What we offer

• Competitive pay based on experience
• Paid time off and paid holidays
• Opportunities for professional growth and advancement
• Cross-training and exposure to multiple businesses and industries
• A supportive workplace with local ownership
• Our core values
• Service Minded
• We put customers first, anticipate needs, and strive to exceed expectations in every interaction.
• Confident Humility
• We take initiative while remaining willing to listen, learn, and improve.
• Unstoppable Grit
• We work hard, persevere through challenges, and find solutions while maintaining a commitment to quality.
• Excellence Together
• We support one another and hold ourselves accountable to high standards.