Job Description

Job Description

Job Description

As a Customer Experience Specialist, you will be an additional point of contact to the customer, along with the designer. As a customer experience specialist, you play a crucial role in Creative Environment's reputation and will be responsible for maintaining and continually raising the bar for an exceptional customer experience.

Key Responsibilities:

• Assist the Director of Customer Experience in completing weekly calls for potential clients/leads, 7 days after they have had their initial design consultation - Coordinating with the logistics for the initial return meeting with designer
• Assist the Director of Customer Experience in completing weekly calls for all leads that have been determined as "lost/inactive" and provide weekly reporting 
• Call all post-construction (completed projects), at 60 days post completion and again at 120 days post completion - also responsible to keep the data tracking on this, and place calendar invites on the Director of Customer Experience's calendar to assist in making these calls
• Send all clients in the active project pipeline marketing content around our interior design services at least 1 time during their project - also responsible for tracking this data and ensuring all clients receive the marketing push
• Send all clients in the active project pipeline the marketing content around "Did you know we offer Pool and Landscaping Services" at least 1 time throughout their project- also responsible for tracking this data and ensuring all clients receive the marketing push
• Proactively partner with CEMS and Customer Care every month, before sending out marketing content to clients, to ensure all the clients that would receive the content are within service range
• Manage the tracking of all active projects in the pipeline, via tracking methods - Tracking of current construction status, last completed client milestone walk, schedule, photos, and daily logs on a daily basis.
• Upload all red-stamped plans and approved drawings to all projects within Procore, daily 
• Create and maintain all project teams within Procore (CM, AM, Designer, PE, Purchaser)
• Inspect all client walk forms and inspection forms for quality, errors, or potential concerns, and present to the Director of Customer Experience before sending 
• Assist the Director of Customer Experience with the creation and implementation of various customer experience training sessions for internal coaching sessions 
• Assist the Director of Customer Experience in choosing, creating, and presenting customized and unique client gifts 
• Assist the Director of Customer Experience in hosting business-related events, when needed
• Content creation for client-facing communication - photo galleries, The Creative Journal, Etc 
• Occasionally assist the Director of Customer Experience with content creation for internal employee communication
• Manage/track every customer interaction
• Every customer will have a contact preference that is catered to their preferences, (weekly, several times a week, bi-weekly, monthly, etc). You will be proactively contacting every customer in your pipeline, based on the frequency they have requested, via the contact method they prefer, (text, call, email).
• Respond to client inquiries within one hour of the customer reaching out
• Build and maintain strong, long-lasting customer relationships 
• Anticipate client needs and proactively address any issues or concerns
• Collaborate with our design and sales teams to ensure a seamless customer experience, while also building a relationship and trust with the designers.
• Gather customer feedback, identify areas for improvement, and provide the data to your leadership team
• Contribute to the development of customer experience strategies and initiatives, looking for efficiencies and ways to enhance the overall experience
• Uphold the company's commitment to luxury and excellence in every interaction
• Document each client interaction in CRM to ensure company-wide visibility and transparency
• Assist with room set up when the customers have an in-person return/presentation
• Create new projects in Procore within 24 hours of sales recognition
• Complete an introduction call to the customer experience team with every new customer within 24 hours of sales recognition
• Send the approved Welcome email to every new customer within 24 hours of sales recognition
• Coordinate and communicate with the designer and construction team on project updates if Procore does not have a recent update, to ensure that your proactive touch points with the customer are meaningful and have value

Requirements:

• Proven experience in a customer-facing role, preferably in a luxury or high-end environment
• Excellent communication and interpersonal skills
• Excellent attention to detail in all forms of communication, such as email, texts, and verbal
• Strong problem-solving abilities with a proactive approach while still providing exceptional customer service
• Ability to work effectively in a fast-paced, dynamic environment
• A genuine passion for delivering exceptional customer experiences 
• Knowledge of luxury design, pool, and landscape is a plus, but not a requirement
• Possess a high attention to detail and an exceptional regard for intricate organization
• Must be able to have masterful organizational skills to track hundreds of projects, provide weekly, monthly and year to date customer experience scores.

Experience:

• Canva
• Google Sheets
• Excel
• Microsoft 

Preferred Experience:

• Indesign
• Photoshop
• Docusign

If you are a dedicated professional with a passion for providing unparalleled customer service in a luxury setting, we would love to hear from you. Join our team and help us elevate the customer experience to new heights.

Physical Requirements:

• Ability to sit or stand for extended periods of time
• Ability to walk and move around the facility, including climbing stairs
• Ability to lift and carry up to 30 pounds as needed
• Assist with setting up and breaking down client meetings, events, and conferences
• Perform light cleaning and maintenance tasks as required

Work Environment:

The office is an open environment, great for collaboration. It can become noisy and busy in the afternoons.

Schedule: Monday – Friday with flexible hours to be established; between 6am-5pm

EEOC Statement : Creative Environment’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or protected veteran status. for all applicants and employees, regardless of race, religion, gender, national origin, age, disability, marital status, or veteran status. 

Creative Environments Pool, Spa, and Landscape Design, since 1950, offers all of Arizona the exterior services you expect. Creative Environments is an industry leader in the design-build process of pool/spa and landscaping in the southwest. We design, construct, and maintain award winning projects in both commercial and residential applications throughout Arizona (Greater Phoenix area, Tucson, Sedona, Northern AZ). Our work has also extended into the East Bay of California (San Francisco/Oakland/Orinda), Southern California (Encinitas/Del Mar/Malibu), Hawaii (Kauai), Costa Rica, Cabo San Lucas, and elsewhere! Our environment is fast-paced, challenging, exciting, and full of learning opportunities as every project we touch is unique. From residential pool/spa landscape, to multi-million dollar custom landscapes, to resorts (The Phoenician, Ritz-Carlton, Four Seasons, Fairmont Princess) to commercial projects (The Biltmore Commerce Center), to community development, we work on everything outdoors: pool/spa, water feature, decking, masonry, utilities, shade structures, casitas/shade structures, custom metal and wood work, lighting, and landscape/irrigation.

Company Description

Creative Environments Pool, Spa, and Landscape Design, since 1950, offers all of Arizona the exterior services you expect. Creative Environments is an industry leader in the design-build process of pool/spa and landscaping in the southwest. We design, construct, and maintain award winning projects in both commercial and residential applications throughout Arizona (Greater Phoenix area, Tucson, Sedona, Northern AZ). Our work has also extended into the East Bay of California (San Francisco/Oakland/Orinda), Southern California (Encinitas/Del Mar/Malibu), Hawaii (Kauai), Costa Rica, Cabo San Lucas, and elsewhere! Our environment is fast-paced, challenging, exciting, and full of learning opportunities as every project we touch is unique. From residential pool/spa landscape, to multi-million dollar custom landscapes, to resorts (The Phoenician, Ritz-Carlton, Four Seasons, Fairmont Princess) to commercial projects (The Biltmore Commerce Center), to community development, we work on everything outdoors: pool/spa, water feature, decking, masonry, utilities, shade structures, casitas/shade structures, custom metal and wood work, lighting, and landscape/irrigation.

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