Client Experience Advocate

Full job description
Job functions and duties
Meet with customers prior to service agreement renewal dates in order to capture feedback of partnership.
Define process to internally communicate and execute actionable items and follow up for meetings conducted with customer.
Create ongoing communication campaigns with customer base to include company and industry news.
Responsible for social media presence and postings.
Work with local branches to plan quarterly customer appreciation events.
Manage various service agreement growth initiatives.
Work with Business Operations to track renewal rates and other key metrics involved in service agreements.
Create necessary reporting for Comfort Systems USA metrics.
Lead root cause analysis where applicable.
Manage CRM/COINS Service Module tool to ensure accurate account and contact information.
Actively participate in the 120-day Comfort Care Touchpoint campaign.
Create and Deliver our Annual Value Reporting service experience within the touchpoint planning processes.
This role will demonstrate expert accountability through responsiveness and recognizing the contribution of others. The CEA will be able to recognize success as well as failure and be able to learn and develop through these experiences.
The CEA will be willing to take calculated risks and create new ways to work within our team to improve the experiences of our customers.
Candidate will be able to share opinions and information with the team in a positive way that will create trust and cooperation throughout the customer experience cycle.
The CEA must be considerate of other’s point of view and recognize that diversity and different approaches to key decisions will impact our customers in a positive way.
This role requires an individual that demonstrates a high level of energy and is a driven self-starter who can work independently without specific direction This role manages our Brand Coordinator position.
Qualifications
Strong, self-motivated work ethic combined with efficient organizational skills along with a dynamic and winning attitude.
World-class customer service to support the Envirotrol customer experience.
Interpersonal skills. Ability to communicate professionally with all customers, employees, and all levels of management.
Proactive mindset and the ability to work independently as well as part of a team.
Proven experience prioritizing tasks to meet tight deadlines within a high pace environment.
Written and Verbal Communication Skills. Ability to read, analyze, and interpret general business documents. Ability to write reports, and business correspondence.
Ability to effectively present information and respond to questions from groups of managers, and clients/customers.
Critical thinking and problem-solving skills. Ability to identify and assist with problem resolution.
Ability to collect data, establish facts, and draw valid conclusions.
Must have working knowledge of Microsoft Office applications, experience with CRM/sales software applications a plus. Proficiency with Excel Google Sheets a must.
The selected candidate must have an undergrad degree in Business or Engineering and preferably an MBA.
Strong Excel, Microsoft Office skills. Read more