Customer Experience Coordinator

Capital District • Albany, NY

4d • Hybrid

About The Position

We are looking for a Customer Experience Coordinator who believes that the little things matter. At The Brothers That Just Do Gutters, we don't believe marketing is just ads, social media, and leads. Every interaction with a customer or employee is part of our brand. We're looking for someone who wants to help us make those experiences better. This is a hands-on, cross-functional position where you'll work with nearly every department in the company to understand how we interact with customers and employees. You will help create a customer experience that makes homeowners say: "I've never had a contractor communicate this well." You will also help create an employee experience that makes people proud to work here. You'll rotate through and work alongside Marketing, Sales, Office, Production, and Installation Crews to connect the dots and identify where the customer experience breaks down and how to fix it. You'll also help tell our story by creating and capturing before-and-after photos, short-form videos, customer testimonials, employee spotlights, installation stories, educational content, community projects, company culture content, and social media content. You will help create systems that turn great experiences into 5-star Google reviews, customer referrals, testimonials, repeat customers, and social media engagement. We're looking for someone who is friendly, outgoing, highly organized, a strong communicator, comfortable talking with customers and employees, creative, curious, comfortable working across multiple departments, comfortable using social media and basic technology, able to take photos and videos with a smartphone, willing to get out of the office and spend time in the field, a problem solver who takes initiative, and someone who notices details other people overlook. You don't need years of gutter or construction experience; we'll teach you the gutters. What we're looking for is someone who understands people. You'll have the opportunity to work directly with leadership and gain experience in Marketing, Customer Experience, Sales, Operations, Employee Engagement, Company Culture, Communications, and Business Development. This position can grow with you as the company grows. If you believe a contractor can provide an exceptional customer experience instead of simply doing a job... We want to meet you. Apply today and tell us one example of a great customer or employee experience you've created.

Requirements

• Friendly and naturally outgoing.
• Highly organized.
• Strong communicator.
• Comfortable talking with customers and employees.
• Creative and willing to try new ideas.
• Curious about how businesses operate.
• Comfortable working across multiple departments.
• Comfortable using social media and basic technology.
• Able to take photos and videos with a smartphone.
• Willing to get out of the office and spend time in the field.
• A problem solver who takes initiative.
• Someone who notices details other people overlook.
• Understands people.
• Notices when a customer is frustrated.
• Recognizes when an employee deserves recognition.
• Sees an opportunity to make something better and actually does something about it.

Nice To Haves

• You don't need years of gutter or construction experience. We'll teach you the gutters.

Responsibilities

• Follow the customer journey from initial lead through completed project.
• Identify opportunities to improve communication and service.
• Collect customer feedback.
• Monitor customer reviews and identify trends.
• Help improve follow-up processes.
• Help develop customer appreciation and referral programs.
• Work with Sales, Production, and Customer Service to solve experience issues.
• Help turn satisfied customers into 5-star reviewers and referral sources.
• Help with employee recognition programs.
• Help with employee celebrations and events.
• Help with new-hire welcome experiences.
• Help with employee spotlights.
• Help with internal communications.
• Help with team-building activities.
• Help with employee feedback initiatives.
• Help with culture and engagement programs.
• Help with celebrating employee accomplishments.
• Create and capture before-and-after photos.
• Create and capture short-form videos.
• Create and capture customer testimonials.
• Create and capture employee spotlights.
• Create and capture installation stories.
• Create and capture educational content.
• Create and capture community projects.
• Create and capture company culture content.
• Create and capture social media content.
• Help create systems that turn great experiences into 5-star Google reviews.
• Help create systems that turn great experiences into customer referrals.
• Help create systems that turn great experiences into testimonials.
• Help create systems that turn great experiences into repeat customers.
• Help create systems that turn great experiences into social media engagement.
• Work with our teams to make asking for reviews and referrals a natural part of the customer experience.

Benefits

• Clear career paths for individuals with goals and aspirations.
• Fully invest in our team members.
• Creating a comfortable and supportive work environment is key to success.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed