Our client in Golden, CO. is seeking a Client Care Coordinator to join their team. The primary function of the Client Care Coordinator is to provide superior customer service to potential and current clients, to gather complete and correct information for new leads and jobs, and to provide administrative support to the Deck Specialists. This is a M-F in-office position.
Job Responsibilities:
Provide superior customer service to potential and current clients by phone, via email, and in person
Answer incoming telephone calls on the second ring and direct callers appropriately
Gather complete and correct information for all new incoming leads and jobs
Complete all required data entry fields in company database
Create electronic customer files following company file naming conventions
Request and receive photos from customers and file them appropriately
Prepare complete lead and job packets for distribution to Deck Specialists
Distribute, track, and manage leads and jobs for all Deck Specialists
Distribute leads to appropriate Deck Specialist based on area and type of project
Update lost lead status appropriately for follow up marketing
Convert leads to customers when appropriate
Update job stages as projects progress through the pipeline
Monitor jobs board & update company database as tags move from one stage to the next
Utilize Open Jobs Tracker to monitor progress of leads and jobs for Deck Specialists
Run weekly Leads by Status & Customer Leads by Status reports and reconcile with Open Jobs Tracker
Distribute individual lists to Deck Specialists periodically for reconciliation
Collect tags removed from jobs board, update company database and Open Jobs Tracker accordingly, clean tags for re-use
Understand the DeckTec filing system in order to retrieve and replace customer files as needed
Pull customer file for all repair, warranty, or new production projects for repeat clients
Maintain filing system for cold and/or dead leads to be reviewed at the end of each year
File customer documents appropriately on a weekly/monthly basis to ensure minimal paper build up
Manage the Owner’s schedule and calendars
Call leads and customer leads assigned to the Owner to schedule appointments
Add appointment to Google Calendar and the Owner’s manual/paper calendars
Place follow up calls and emails to Owner’s leads and customer leads as directed
Assist the Deck Service and Repair & Restoration teams with tasks such as:
Drafting proposals
Running reports through the CRM
Preparing, sending, and following up on invoices
Collecting payments by phone
Various other administrative tasks as assigned
Minimum Requirements:
Full-time, Monday - Friday. This is an in office position.
2-5 years of client or customer care experience
Outdoor Living, Repair & Remodeling, and Landscape Design industry experience a plus
Excellent sales & customer service skills - in person, by phone, and by email
Professional customer care follow-up processes
Confident, excited, and passionate about the industry and customer care.
Ability to prioritize and work independently
Comfortable working on computers - Email, Microsoft Word & Excel, Google Doc/Sheets, Google Calendar, etc.
Zoho or equivalent CRM experience.
Benefits & Perks:
Weekly Paychecks
Unlimited Paid Time Off
Health, Vision, and Dental Insurance
401k Matching
Newly Renovated & Welcoming Office in Beautiful Golden, Colorado
