Customer Experience Specialist

Description

• Send all clients in the active project pipeline the marketing content around "Did you know we offer Pool and Landscaping Services" at least 1 time throughout their project- also responsible for tracking this data and ensuring all clients receive the marketing push
• Collaborate with our design and sales teams to ensure a seamless customer experience, while also building a relationship and trust with the designers.
• Send all clients in the active project pipeline marketing content around our interior design services at least 1 time during their project - also responsible for tracking this data and ensuring all clients receive the marketing push
• Occasionally assist the Director of Customer Experience with content creation for internal employee communication
• Gather customer feedback, identify areas for improvement, and provide the data to your leadership team
• Assist the Director of Customer Experience in completing weekly calls for all leads that have been determined as "lost/inactive" and provide weekly reporting
• Complete an introduction call to the customer experience team with every new customer within 24 hours of sales recognition
• Call all post-construction (completed projects), at 60 days post completion and again at 120 days post completion - also responsible to keep the data tracking on this, and place calendar invites on the Director of Customer Experience's calendar to assist in making these calls
• Manage/track every customer interaction
• Assist the Director of Customer Experience with the creation and implementation of various customer experience training sessions for internal coaching sessions
• Inspect all client walk forms and inspection forms for quality, errors, or potential concerns, and present to the Director of Customer Experience before sending
• Create and maintain all project teams within Procore (CM, AM, Designer, PE, Purchaser)
• Assist the Director of Customer Experience in completing weekly calls for potential clients/leads, 7 days after they have had their initial design consultation - Coordinating with the logistics for the initial return meeting with designer
• Build and maintain strong, long-lasting customer relationships
• Send the approved Welcome email to every new customer within 24 hours of sales recognition
• Manage the tracking of all active projects in the pipeline, via tracking methods - Tracking of current construction status, last completed client milestone walk, schedule, photos, and daily logs on a daily basis.
• Upload all red-stamped plans and approved drawings to all projects within Procore, daily
• Anticipate client needs and proactively address any issues or concerns
• Document each client interaction in CRM to ensure company-wide visibility and transparency
• Every customer will have a contact preference that is catered to their preferences, (weekly, several times a week, bi-weekly, monthly, etc). You will be proactively contacting every customer in your pipeline, based on the frequency they have requested, via the contact method they prefer, (text, call, email).
• Coordinate and communicate with the designer and construction team on project updates if Procore does not have a recent update, to ensure that your proactive touch points with the customer are meaningful and have value
• Assist the Director of Customer Experience in choosing, creating, and presenting customized and unique client gifts
• Assist with room set up when the customers have an in-person return/presentation
• Proactively partner with CEMS and Customer Care every month, before sending out marketing content to clients, to ensure all the clients that would receive the content are within service range
• Contribute to the development of customer experience strategies and initiatives, looking for efficiencies and ways to enhance the overall experience
• Create new projects in Procore within 24 hours of sales recognition
• Assist the Director of Customer Experience in hosting business-related events, when needed
• Respond to client inquiries within one hour of the customer reaching out
• Content creation for client-facing communication - photo galleries, The Creative Journal, Etc

Requirements

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance