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Customer Experience Specialist

2 months ago

Manitowoc, United States Bartow Builders Full time
Job DescriptionJob DescriptionSalary: $25+/hour based on candidate capacity, capabilities, and experience

Summary/Objective

The Customer Experience Specialist is the first friendly face and voice of the company, greeting customers and trade partners that visit or call our office.  The Customer Experience Specialist completes administrative functions in collaboration with the Business Development Managers and Operations Manager, allowing for smooth transition from sale to construction, and from construction into warranty.  

 

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Customer Experience
    • Answering phones and providing timely follow up
    • Greeting and attending to office visitors
    • Overseeing the lead entry process. Gather information from prospective leads and enter into CRM/Project Management portal (BuilderTrend)
    • Answer questions and inquiries from customers, keeping customers informed of any changes and information. Provide follow-up and support to the customer.
    • Set up and invite customer to BuilderTrend. Ensure customer understands the functionality of BuilderTrend and provide any support needed.

 

  • Project & Sales Administration
    • Document Management – Save signed contracts, permits, and any related documents to the customer file on the company server. Maintain server folders in an organized way
    • Meeting Support - Invite trade partners to meet on-site as needed for the bidding process, in collaboration with the Business Development Manager. Attend meetings and take notes as needed.  Type up sales notes when requested. 
    • Estimate Support – compile a final estimate document once selections have been made and pricing confirmed with trade partners using trade partner quotes. Follow-up for more information or research information as requested by the Business Development Manager.
    • BuilderTrend Administration – Keep files on BuilderTrend up-to-date and current with information stored in a clear, organized way. Set up any new trade partners and answer trade partner questions as it relates to using BuilderTrend.  Reach out to BuilderTrend Support to research and correct any technical difficulties.
    • Coordinate travel arrangements for team as requested.
    • Schedule meetings, confirm appointments, or otherwise communicate information as directed.
    • Purchase supplies for office operations such as water, soda, and office supplies as directed.

 

  • Event Planning
    • Assist Operations Manager and VP-Marketing in planning Home Show and Parade of Homes. Assist in set-up and working at the event.
    • Provide Support in Planning Trade Partner Agreement Meeting. Assist in set up and check-in at the meeting.  Present information at the meeting. 
    • Provide Support on Planning Employee Holiday Party and Outings
    • Provide Support in Planning Customer Appreciation Party. Assist in set up and working check-in at the event.

 

Other Duties

  1. ALL office staff are expected to care for overall office cleanliness. This includes but is not limited to: washing dishes, cleaning the bathroom, dusting the lobby, cleaning the lobby floor, cleanliness of the conference room, and maintaining the exterior cleanliness of the building.
  2. ALL office staff are responsible for maintaining their workspace in a way that is orderly and conducive to productivity.

 

 

Competencies

  1. Customer Service Focus.
  2. Organization.
  3. Technical Capacity & Literacy.
  4. Problem Solving/Analysis.
  5. Communication Proficiency.
  6. Time Management.


Required Education and Experience

  • Customer Service Experience
  • Strong capability to use phones, computers, printers, and other common office equipment.

 

Preferred Education and Experience

  • Administrative Experience

 

Supervisory Responsibility
This position does not have supervisory responsibilities.

 

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

While performing the duties of this job, the employee may be occasionally exposed to a variety of extreme conditions at construction job sites. The noise level in the work environment and job sites can be loud. 

 

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

Position Type/Expected Hours of Work
This is a full-time, in-person position.  Suggested hours of work and days are Monday through Thursday, 6:45 a.m. to 4:00 p.m. and Fridays 6:45 a.m. to 11:45 a.m., but we can be flexible to discuss other hour arrangements if needed.  Overtime and the occasional evening and weekend work may be required as job duties demand.

 

Travel
Travel is primarily local during the business day.  Out-of-the-area and overnight travel would not be typical.

 

EEO Statement 
BJK of Manitowoc County, DBA Bartow Builders, is an equal opportunity employer.

 

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.