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Customer Success Specialist

2 months ago

Clearwater FL USA, United States Clearwater Shower Bath Full time
Job Overview

We are seeking a dedicated and customer-oriented professional to serve as the central point of contact for our home improvement projects. This role requires exceptional communication skills, attention to detail, and the ability to manage multiple projects while ensuring high customer satisfaction throughout the entire process.


Key Responsibilities
  • Tailor customer experiences based on individual needs, preferences, and project complexities.
  • Coordinate with various departments (Sales, Finance, Operations, Installations) to ensure smooth project progression.
  • Anticipate potential challenges and proactively develop solutions to enhance customer satisfaction.

Project Oversight and Quality Assurance
  • Monitor project timelines and milestones to ensure adherence to agreed-upon schedules.
  • Verify that all project details and customer requests are accurately documented and fulfilled.
  • Conduct regular check-ins with customers and internal teams to address any concerns promptly.

Installation Scheduling and Management
  • Plan and optimize installation schedules based on customer profiles, job complexity, quoted timelines, and team capacity.
  • Coordinate with operations to ensure efficient allocation of installation teams.
  • Manage schedule changes and communicate updates to all relevant parties.

Risk Management and Compliance
  • Ensure all necessary documentation is completed accurately and in a timely manner.
  • Verify property ownership and decision-making authority for each project.
  • Maintain clear and consistent communication records to prevent misunderstandings or disputes.

Customer Advocacy and Conflict Resolution
  • Act as a liaison between customers and internal teams to resolve any issues or misunderstandings.
  • Mediate conflicts with empathy and professionalism, seeking win-win solutions whenever possible.
  • Escalate complex issues to appropriate leadership when necessary.

Post-Installation Follow-up
  • Conduct follow-up calls on installation day to ensure customer satisfaction.
  • Request customers to provide feedback and ratings after successful project completion.
  • Address any post-installation concerns or questions promptly.

Continuous Improvement
  • Analyze customer feedback and project outcomes to identify areas for process improvement.
  • Collaborate with leadership to implement best practices that enhance both customer satisfaction and operational efficiency.

Qualifications
  • Bachelor's degree in Business Administration, Customer Service, or related field preferred.
  • 2+ years of experience in customer service, project management, or a similar role.
  • Strong organizational and multitasking skills.
  • Proficiency in Excel, Google Sheets, CRM software, and Microsoft Office Suite.
  • Knowledge of home improvement industry practices and terminology (preferred).
  • Excellent communication and interpersonal skills.
  • Problem-solving aptitude with a customer-first mindset.
  • Ability to maintain composure in challenging situations.
  • Attention to detail and commitment to accuracy.

Compensation and Benefits
  • Salary: $18/hr - $25/hr depending on qualifications and experience.
  • Benefits: Health and Dental Insurance available after 90 days.

Our Commitment to Excellence and Values

We are a company that values quality, customer-centricity, and pride in our work. We strive to deliver exceptional results and build lasting relationships with our customers.

  • Unwavering Quality: We believe in doing things the right way, even when it's not the easiest path. Our work reflects our commitment to excellence in every detail, choosing quality over shortcuts every time.
  • Customer-Centric Focus: We go above and beyond to ensure customer satisfaction, knowing that our success is intertwined with the experiences we create. By consistently putting our customers first, we build lasting relationships that fuel our growth.
  • Pride in Our Craft: We produce results we're proud to showcase. Our excitement in sharing our projects demonstrates the high standards we maintain in every remodel, reflecting our passion for what we do.
  • Long-Term Vision: We understand that today's exceptional service and craftsmanship pave the way for tomorrow's success. By delivering outstanding results consistently, we build a strong foundation for our future and that of our customers.