Customer Experience Specialist

2 weeks ago

Manitowoc, United States Bartow Builders Full time

Customer Experience Specialist

Summary/Objective

The Customer Experience Specialist manages the entire customer experience from start to finish, ensuring Bartow Builders' standards of premier project management and communication is upheld. This role is the first friendly face/voice that the customer interacts with, to being a regular touchpoint with the customer during their project. The Customer Experience Specialist also coordinates the company marketing efforts, positioning Bartow Builders as an expert and starting that premier customer experience before the customer even picks up the phone to call us.

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

  • Customer Experience (Primary Duties)
    • Ownership of the lead process. Gather information from prospective leads and enter into CRM/Project Management portal (BuilderTrend). Leads typically come in via phone, website inquiry, email, and/or walk-in.
    • Vetting prospective customers to determine fit with Bartow Builders business model
    • Assigning leads to a Business Development Manager (BDM) if fit is determined, and monitoring activities to ensure customers are being communicated with weekly
    • 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.
    • Provide touch-base with the customer at key points during the construction process to solicit feedback, ask for referrals, and answer any questions
    • Look for value-add opportunities and execute delivery (example: sending a customer flowers for a major family event or sending hand-written thank you cards to customers after contracting.)
    • Schedule meetings, confirm appointments, or otherwise communicate information as directed.
    • Track and update sales metrics at the direction of the Operations Manager. Prepare a periodic dashboard for management review.
    • Prepare weekly BDM Meeting reports. Take notes and update the meeting reports as needed.
  • Marketing (Secondary Duties)
    • Produce and post social media posts on Facebook & LinkedIn
    • Upkeep the company website
    • Coordinate photography/video of projects to be used in marketing efforts. Visit jobsites and collect content as needed at the direction of management
    • Explore opportunities for marketing in unique ways or in new avenues
    • Collect customer feedback and promote Google Reviews
    • Filter and suggest sponsorship opportunities to the President and Vice President. Be the main point-of-contact for all sponsorships.
    • Annually, prepare radio show agreements, confirm commitments, and create the guest schedule for the calendar year. Communicate with the guests and collect weekly topics.
    • Provide suggestions and champion projects to enhance Bartow Builders image in the community, during the sales process, and beyond.
    • Take the lead on planning Home Show and Parade of Homes. Assist in set-up and working at the event.
    • Assist the Operations Manager with planning and hosting the annual Trade Partner Meeting.
    • Take the lead on planning the bi-annual Customer Appreciation Party. Assist in set up and working check-in at the event.
    • Manage inventory of company-branded clothing and materials


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 not typical of this role but would be primarily local and during the business day.

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.

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