Customer Experience Specialist

3 weeks ago

Chicago, Illinois, United States Treehouse Full time
Job Title: Customer Experience Associate

Treehouse is a venture-backed startup company that simplifies the electrification of the places we live and work. We are seeking a highly skilled Customer Experience Associate to join our team.

Job Summary

The Customer Experience Associate will be responsible for ensuring that the Treehouse journey is positive and seamless for all customers, from initial contact through to project completion. This role involves working directly with end customers, installers, and internal stakeholders to provide ongoing and timely communication, promptly resolve customer issues, and manage internal and external resources to meet customer needs.

Key Responsibilities
  • Act as the primary point of contact and provide pre-installation, installation, and post-installation support directly to customers.
  • Oversee complex customer issues and escalations, working cross-functionally to resolve problems and ensure customer satisfaction while keeping the customer's perspective at the forefront.
  • Leverage data, experience, and customer feedback to propose and implement process improvements in the customer journey.
  • Support the Operations team in project-related activities, including permitting and inspection assistance, scheduling, and document management.
  • Be an active contributor to the development and execution of the Customer Experience strategy.
Requirements
  • Two or more years of experience in customer success or customer experience management, preferably within the residential construction industry.
  • Experience working with a customer relationship management (CRM) tool and related software/platforms.
  • Exceptional verbal and written communication skills with an emphasis on interpersonal communication and collaboration.
  • Comfort with independence, a bias for action, learning quickly, context-switching, and frequent iteration. Ability to make decisions in the absence of perfect information.
  • The ability to work cross-functionally, bringing together multiple teams to drive towards a common goal.
  • Strong analytical and problem-solving skills, with the ability to use data to make decisions.
  • The ability to thrive in a fast-paced, early-stage company environment.
  • A Bachelor's degree.
Additional Qualifications
  • Prior customer-facing experience in the home renovation or electrification industry.
  • Experience with project and/or program management.
  • A passion for electrification and/or energy sustainability.

This position may be based from one of our office locations in San Francisco or Chicago.

Treehouse offers a comprehensive benefits package, including medical insurance, vision insurance, dental insurance, 401(k), and unlimited paid time off.

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