Customer Experience Associate II

Schedule and Manage

• Schedule and manage installation opportunities with installers for upcoming installs.
• Maintain regular communication with customers across the install life cycle, ensuring timely customer follow-up and resolving open questions.
• Ensure the schedule is maximized to meet and exceed daily numbers.
• Keep track of installation progress in Monday.com.
• Make necessary schedule adjustments to ensure all work is completed timely, thoroughly, and to the customer's satisfaction.

Customer Experience

• Initiate and maintain regular communication with customers throughout the install life cycle.
• Resolve open questions and ensure customer satisfaction.
• Communicate with sales reps and sales support to make any necessary corrections to the installation schedule.
• Research travel options for all jobs before bidding to ensure contractor bids reflect true costs, allowing for effective negotiation.

Subcontractor Management

• Maintain all certifications and paperwork for new and ongoing subcontractors on their Monday.com boards.
• Notate and submit invoicing for site survey orders and drop ship installs that do not have components listed.

Additional Tasks

• Review current lead times on both in-house and drop ship components to ensure accurate installation dates.
• Approve contractor bids and invoices and track any additional expenses incurred.
• Communicate with sales reps/sales support to make any necessary corrections to the installation schedule.

Qualifications

High school diploma
Basic computer skills
Detailed oriented

Pay and Benefits

Pay Range: Hourly Rate: $20.00 - $22.75
The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.
Comprehensive benefits include: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts, and the ability to add value to an exciting mission!