What are the responsibilities and job description for the Customer Experience Advocate position at J & B West Roofing and Construction?
About Us:
At JB West, a trusted leader in the roofing and construction industry, we take pride in providing exceptional service and quality to our clients. With years of experience in residential and commercial projects, we’re committed to delivering top-tier craftsmanship and unparalleled customer satisfaction. We believe that every project, big or small, should be accompanied by a seamless and positive customer experience from start to finish. We're looking for a passionate and customer-focused individual to join our team as a Customer Experience Advocate to help us maintain and grow our outstanding reputation.
Position Overview:
JB West is seeking a passionate and detail-oriented Customer Experience Advocate to join our growing team. The Customer Experience Advocate will be responsible for connecting with all customers to review and document their experiences with JB West regarding personnel, products, installation, and communication. The goal of this role is to celebrate our company’s success and identify opportunities for improvement to continually enhance the customer journey. This role will also involve coordinating with local authorities for necessary permits and handling project-related logistics.
Key Responsibilities:
- Post Installation Visits: Visit 100% of installations within 5 days of completion to take photos and document installation quality and cleanup.
- Customer Satisfaction Surveys: Connect with all customers after their project completion to complete a customer satisfaction survey and gather detailed feedback.
- Referral Program Education: Educate customers about our referral program, and encourage them to leave reviews.
- Reporting & Feedback: Submit completed job evaluations and customer experience feedback to the appropriate department managers.
- Documentation: Document completed projects with photos and job notes in Acculynx.
- Installation Quality Evaluation: Evaluate the quality of the installation and the effectiveness of the subcontractor.
- Advocacy for Improvement: Advocate for action and improvement based on customer feedback, identifying trends in the quality and experience evaluation results over time.
- Minor Onsite Repairs: Carry basic materials and tools in your vehicle to perform minor onsite repairs when necessary to minimize return trips. This is ideal, but not required.
- Community Connection: Serve as a liaison for county authorities, securing permits and ensuring all required documentation and permissions are obtained for multiple projects.
- Additional Responsibilities: Assist administration with pickup and delivery for various projects.
Qualifications:
- Strong communication skills with the ability to engage and listen to customers.
- Detail-oriented, able to document feedback and observations accurately.
- Experience in customer service or related fields preferred.
- Self-motivated and able to work independently, with a customer focused approach.
- A valid drivers license and reliable transportation.
- Basic technical skills and familiarity with tools and minor repairs is a plus.
- Experience or familiarity with county permit processes is a plus.
Job Type: Full-time
Pay: $19.00 - $23.00 per hour
Expected hours: 40 per week
Shift:
- Day shift
Ability to Commute:
- Michigan City, IN 46360 (Preferred)
Ability to Relocate:
- Michigan City, IN 46360: Relocate before starting work (Preferred)
Work Location: In person
Salary : $19 - $23
