The Client Experience Specialist will serve as the primary advocate for customers,
acting as the voice of the customer internally while providing exceptional service
and communication. This role is pivotal in ensuring a seamless experience for clients
across all restoration, reconstruction, and roofing projects. The Client Experience
Specialist will work closely with project teams, assist with client training, and
support efforts to collect outstanding invoices, ensuring customer satisfaction and
loyalty.
Customer Advocacy and Communication
- Serve as the primary point of contact for clients, providing timely updates and addressing concerns throughout the project lifecycle.
- Collaborate with internal teams to ensure customer needs and expectations are met, proactively communicating any project changes or issues.
- Represent the customer's perspective during internal meetings and decision-making processes.
- Maintain communication with multiple stakeholders, including corporate-level clients, regional teams, and local property representatives.
- Establish a cadence of touchpoints with local property teams to assess service quality throughout the project lifecycle.
Project Coordination, Training, and Support
- Monitor project timelines and milestones, ensuring proactive communication of progress to clients.
- Facilitate smooth handoffs between sales, operations, and billing teams for a seamless customer experience.
- Conduct client onboarding and training sessions, ensuring clear understanding of services, processes, and systems.
- Create and update customer resources, such as user guides, FAQs, and training materials.
Invoice Management and Client Relations
- Assist in collecting open invoices, collaborating with the accounts receivable team to resolve billing issues.
- Communicate with clients about payment timelines and address any concerns regarding invoices or services.
Customer Feedback and Continuous Improvement
- Gather and analyze customer feedback to provide actionable insights for service and process improvements.
- Track Customer Satisfaction through utilization metrics and follow up on Customer Surveys post-project.
- Aggregate internal staff performance metrics and external client success reports on a quarterly, semi-annual, and annual basis.
- Develop and implement strategies to enhance the overall client experience.
Education & Experience
- Bachelor's degree in business administration, communications, construction management, or a related field.
- 3+ years of experience in a customer-facing role, ideally within the construction industry.
This role will have up to 10% travel.
Salary: $60,000-$75,000 per year plus bonus, and full benefits