Client Experience Specialist

Job Title: Client Experience Specialist

Department: Corporate

Reports To: President

FLSA Status: Exempt

Company Summary

BlueTeam is a US-based provider of national disaster recovery, remediation, reconstruction, renovation, and roofing services for commercial properties. Our core business focuses on cleanup and mitigation efforts for recovery from fire damage, roof leaks, flooding, pipe bursts, and post-disaster remediation due to severe weather. We exclusively serve commercial sectors including hospitality, senior housing, healthcare, commercial offices, municipalities, multifamily living, and institutional markets.

SUMMARY: The Client Experience Specialist will serve as the primary advocate for customers, acting as the voice of the customer internally while providing exceptional service and communication. This role is pivotal in ensuring a seamless experience for clients across all restoration, reconstruction, and roofing projects. The Client Experience Specialist will work closely with project teams, assist with client training, and support efforts to collect outstanding invoices, ensuring customer satisfaction and loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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.
  
  
  

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
  
  
  

EDUCATION and/or 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
  
  
  

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.

NOTE: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. BBMK Contracting, LLC dba BlueTeam (BlueTeam) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.