Client Experience Coordinator

Desired Results

• Customers have an enjoyable, excellent, and efficient experience
• Customers become lifetime clients and fans, continually referring us and using our services
• Information surrounding the installation process from initial call to final follow up is complete, accurate, timely, and effectively communicated
• Effective coordination with home solutions advisor, especially the schedule management, to position them for success

Required Qualifications & Essential Functions & Responsibilities

• Enjoyable and professional
• Excellent results oriented
• Efficient and diligent work ethic
• Team first mentality* Servant heart and mindset
• Communicate effectively and enjoyably
• Organization and office administrative skills
• Customer service skills
• Basic computer and phone skills
• Incoming customer interviews to determine if we are a good fit for the customer and if the project is a good fit for us, to gather/verify and record information, and to show a potential customer why we are the best choice
• Scheduling free consultation and estimate visits, installation projects, and follow up visits
• Follow up with customers on pending/recommended work and schedule appropriately
• Accurately and completely update customer information as we receive it
• Sales and lead source tracking
• Referral thank you cards/gift certificates
• Happy calls/ customer surveys/ thank you cards
• Incentive programs management and processing
• Financing processing with clients
• Consistently contribute to company purpose and adhere to company operating principles

Physical Demands & Work Environment

• Sitting in front of a computer screen for up to 8 hours a day
• Normal office environment with normal lighting and temperatures
• High pace and urgent work environment at times due to workload and customer needs

Resources

• Continual on the job training and interoffice training to learn and assist with other roles as time and opportunity allows
• Software to assist in desired results

Leadership

• This position reports directly to the owner who will meet with, train, evaluate and coach for growth
• Meetings will be as frequent as necessary to effectively meet the desired results

Team Member Benefits

• Valued members of the Evans Mechanical team are eligible for certain benefits (in addition to their hourly pay)
• Paid Holidays: 6 paid Holidays after 90 days of employment
• Insurance: 100% medical, 100% vision and dental, and 100% $25K life as of the 1st of the month after 60 days of employment
• Paid vacation: 1 week after a year, 2 weeks per year after 2 years, and 3 weeks per year after 5 years
• Retirement: matching retirement investment plan after 1 year
• Sick Pay: 5 sick days per year upon start of employment
• Career growth opportunities

Performance Indicators

• Referrals, reviews, and feedback company receives from clients
• Completeness and accuracy of information delivered to Home Solutions Advisor and client
• Sales and lead source reports delivered on time and accurate