What are the responsibilities and job description for the Client Experience Specialist position at Ark Roofer LLC?
Client Experience Specialist
Manage the client experience through personalized communication before, during,
and after every project.
Your Role
As Client Experience Specialist, reporting to the Marketing Director, you own how
clients and partners experience Ark from first contact through project completion.
You are the connective tissue between our clients, our sales team (“Consultants”),
our production teams, our external call center, our vendors, and the local insurance
agents who send business our way. Your job is to make sure every client interaction
around feels personal, organized, and handled.
Responsibilities
● Receive and organize both inbound digital and office phone leads.
● Schedule consultant appointments and manage the sales calendar.
● Maintain lead tracking lists and databases across our software platforms.
● Ensure timely follow-up and clean handoffs to the sales team, with nothing
falling through.
● Manage the client gifting program end to end, coordinating with our Cutco
representative on selection, timing, and delivery.
● Make sure the accurate gift reaches the right client at the right moment in
their project.
● Serve as the first point of contact for client questions, working from a "can I
help with this" mindset before anything gets routed.
● Handle what you can directly, and route the rest to the right person quickly
and cleanly.
● Maintain accurate, detailed records of every client interaction in our CRM.
● Manage the relationship with our external call center as the primary point of
accountability.
● Create, deliver, and maintain outbound call lists for external call center.
● Monitor call center performance against agreed standards and flag gaps
early.
● Ensure leads flowing from the call center are captured and routed without
delay.
● Manage relationships with local print vendors for business cards, stickers,
and branded materials.
● Coordinate ordering, timing, and quality of materials when they arrive.
What You Bring to Ark Roofer
● A relationship-builder mentality, comfortable owning both client threads and
outside partnerships.
● Strong organizational skills and a detail-oriented mindset.
● Experience managing outside relationships, whether vendors, partners, or
service providers.
● Excellent written and verbal communication.
● Tech-savvy and confident using CRM systems and communication tools.
Preferred Qualifications
● Experience in client-facing coordination, account management, or
partnership roles.
● Background managing vendor or third-party service relationships.
● Knowledge of the roofing, construction, or insurance industries