Job Details

🔷 Customer Experience Service Coordinator

Company: Immedia

Location: Scottsdale

Reports To: Customer Experience Manager

📌 Build structure. Drive consistency. Support the customer experience.

Immedia is seeking a highly organized, detail-oriented, and process-driven Customer Experience Team Coordinator to support our service operations. This role is ideal for someone who thrives in a structured environment, values accuracy, and brings a steady, reliable approach to managing workflows, communication, and systems.

If you are someone who enjoys keeping things on track, ensuring nothing falls through the cracks, and supporting both internal teams and customers with consistency and professionalism—this role is for you.

🔧 What You'll Do

• Maintain preventative maintenance schedules and service cadence for customer accounts
• Coordinate service calls, incident tracking, and case management within ERP systems (NetSuite)
• Create status reports and summaries for customers based on contract requirements
• Manage scheduling and support coordination for technicians
• Review service notes, track labor hours, and ensure cases are closed within a 24-hour cadence
• Handle equipment returns, repairs, and internal resource coordination
• Maintain systems such as Domotz and iAuditor with accurate, up-to-date information
• Generate invoices and documentation for completed service work
• Support process adherence and ensure workflows are followed consistently

🧠 What Makes You a Fit

• Highly organized and detail-oriented
• Strong preference for structure, process, and consistency
• Dependable, steady, and able to follow through on tasks
• Comfortable working independently with clear expectations
• Strong at scheduling, tracking, coordinating, and managing multiple workflows
• Clear communicator who maintains professional relationships internally and externally
• Strong knowledge of the greater Phoenix metro area

📊 Qualifications

• 1+ year of related experience (scheduling, coordination, or service operations)
• Prior scheduling experience required
• Associate degree or equivalent work experience
• Experience with ERP systems (NetSuite preferred)
• AV industry experience (preferred)
• CTS certification (a plus)

🚀 Why Immedia?

At Immedia, we believe great customer experience is built through consistency, accountability, and well-structured systems. In this role, you'll play a critical part in ensuring our service operations run smoothly and our customers receive reliable, high-quality support.

📩 First Step (Required)

To be considered, please complete our Culture Index Survey:

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Immedia is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.