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Client Experience Specialist

2 months ago

Chicago, Illinois, United States Treehouse Full time
Position Overview

Treehouse is a forward-thinking startup focused on streamlining the electrification processes in residential and commercial spaces. Our mission is to ensure that our clients enjoy a hassle-free electrical installation journey, facilitated by a technology-driven team of electricians.

We are seeking a Customer Experience Associate who will play a crucial role in enhancing the Treehouse experience for our clients, guiding them from the initial inquiry to the successful completion of their projects. The ideal candidate will be responsible for maintaining effective communication, addressing customer concerns promptly, and coordinating both internal and external resources to fulfill client requirements.

The responsibilities of the Customer Experience Associate include:

  • Serving as the main point of contact for clients, providing support throughout the pre-installation, installation, and post-installation phases.
  • Managing intricate customer inquiries and escalations, collaborating across departments to resolve issues while prioritizing customer satisfaction.
  • Utilizing data, insights, and client feedback to suggest and implement enhancements in the customer journey.
  • Assisting the Operations team with project-related tasks, such as permitting, inspections, scheduling, and documentation.
  • Contributing actively to the formulation and execution of the Customer Experience strategy.

Successful candidates will possess:

  • A minimum of two years of experience in customer success or experience management, ideally within the residential construction sector.
  • Familiarity with customer relationship management (CRM) tools and associated software/platforms.
  • Outstanding verbal and written communication skills, with a strong focus on interpersonal collaboration.
  • A proactive approach, with the ability to learn quickly, adapt to changing circumstances, and make informed decisions in uncertain situations.
  • The capability to work collaboratively across various teams to achieve shared objectives.
  • Robust analytical and problem-solving abilities, leveraging data for decision-making.
  • A capacity to excel in a dynamic, fast-paced startup environment.
  • A Bachelor's degree.

Preferred qualifications include:

  • Experience in customer-facing roles within the home renovation or electrification sectors.
  • Background in project or program management.
  • A genuine interest in electrification and energy sustainability.

We offer a comprehensive benefits package, including:

  • Medical insurance
  • Vision insurance
  • Dental insurance
  • 401(k) plan
  • Unlimited paid time off