Customer Experience Specialist

3 days ago

Boca Raton, United States TGG Full time

The Client Experience Specialist plays a crucial role in establishing and maintaining strong client relationships. This position is responsible for proactively engaging with clients to ensure that they think of us as their go-to option for restoration, construction, and roofing needs. The Client Experience Specialist will also actively monitor and communicate potential risks to clients' properties or staff and assist in onboarding new clients.

What you’ll do....


Customer Advocacy and Communication:

  • Serve as the primary point of contact for clients, ensuring timely updates and addressing concerns throughout the project lifecycle.
  • Collaborate with internal teams to ensure customer needs and expectations are met, proactively communicating any project changes or issues.
  • Represent the customer's perspective during internal meetings and decision-making processes.
  • Be in communication during the projects with multiple stakeholders, from the corporate level client, regional level and the local property.
  • Create a cadence of touch points to the local property to identify quality of services throughout the lifecycle of the project.


Project Coordination:

  • Monitor project timelines and milestones, ensuring proactive communication of progress to clients.
  • Facilitate seamless handoffs between sales, operations, and billing teams, ensuring a unified customer experience.


Training and Support:

  • Conduct client onboarding and training sessions to ensure understanding of services, processes, and systems.
  • Create and update customer resources, such as user guides, FAQs, and training materials.


Invoice Management:

  • Assist in the collection of open invoices, working closely with the accounts receivable team to resolve billing issues.
  • Communicate with clients regarding payment timelines and resolve any concerns related to invoices or services provided.


Customer Feedback and Continuous Improvement:

  • Gather and analyze customer feedback, providing actionable insights to improve services and processes
  • Track Customer Satisfaction through utilization and follow up on Customer Survey post project.
  • Build and aggregate both internal metrics for staff performance and external reporting for client success reporting on quarterly, semi-annual, and annual perspective.
  • Develop and implement strategies to enhance the overall client experience.



What you’ll need...


Education and Experience:

  • Bachelor's degree in business administration, communications, construction management or related field
  • 3+ years of experience in a customer-facing role, ideally within the construction industry


Qualifications:

  • Strong proficiency in office software and tools (e.g., Microsoft Office Suite
  • Excellent communication, organizational and time management skills
  • Strong knowledge of commercial construction practices, materials, and methods.
  • Problem-solving mindset with a proactive approach to identifying and resolving client concerns.
  • Familiarity with CRM systems and project management tools.
  • Basic understanding of invoicing and accounts receivable processes.
  • Ability to multitask and prioritize effectively in a fast-paced environment
  • Fluent in English, Spanish a plus

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