Customer Success Specialist - Home Improvement Projects

Clearwater Shower Bath is the premier bathroom remodeling specialist serving the greater Tampa Bay Area and Southwest Florida. As a locally owned and operated business, we pride ourselves on delivering unmatched customer service and satisfaction that outshines the larger nationwide chains. At Clearwater Shower Bath, we value and respect every team member, fostering an environment of fairness and appreciation. We are committed to creating a positive workplace that translates into exceptional experiences for our customers!

Job Overview

We are seeking a dedicated and customer-oriented Customer Success Specialist to serve as the central point of contact for our home improvement projects. This role requires exceptional communication skills, attention to detail, and the ability to manage multiple projects while ensuring high customer satisfaction throughout the entire process.

Position Details

• Title: Customer Success Specialist
• Location: On Site, in Clearwater, FL

Key Responsibilities

Customer Journey Management

• Tailor customer experiences based on individual needs, preferences, and project complexities.
• Coordinate with various departments (Sales, Finance, Operations, Installations) to ensure smooth project progression.
• Anticipate potential challenges and proactively develop solutions to enhance customer satisfaction.

Project Oversight and Quality Assurance

• Monitor project timelines and milestones to ensure adherence to agreed-upon schedules.
• Verify that all project details and customer requests are accurately documented and fulfilled.
• Conduct regular check-ins with customers and internal teams to address any concerns promptly.

Installation Scheduling and Management

• Plan and optimize installation schedules based on customer profiles, job complexity, quoted timelines, and team capacity.
• Coordinate with operations to ensure efficient allocation of installation teams.
• Manage schedule changes and communicate updates to all relevant parties.

Risk Management and Compliance

• Ensure all necessary documentation is completed accurately and in a timely manner.
• Verify property ownership and decision-making authority for each project.
• Maintain clear and consistent communication records to prevent misunderstandings or disputes.

Customer Advocacy and Conflict Resolution

• Act as a liaison between customers and internal teams to resolve any issues or misunderstandings.
• Mediate conflicts with empathy and professionalism, seeking win-win solutions whenever possible.
• Escalate complex issues to appropriate leadership when necessary.

Post-Installation Follow-up

• Conduct follow-up calls on installation day to ensure customer satisfaction.
• Request customers to provide feedback and ratings after successful project completion.
• Address any post-installation concerns or questions promptly.

Continuous Improvement

• Analyze customer feedback and project outcomes to identify areas for process improvement.
• Collaborate with leadership to implement best practices that enhance both customer satisfaction and operational efficiency.

Qualifications

• Bachelor's degree in Business Administration, Customer Service, or related field preferred.
• 2+ years of experience in customer service, project management, or a similar role.
• Strong organizational and multitasking skills.
• Proficiency in Excel, Google Sheets, CRM software, and Microsoft Office Suite.
• Knowledge of home improvement industry practices and terminology (preferred).
• Excellent communication and interpersonal skills.
• Problem-solving aptitude with a customer-first mindset.
• Ability to maintain composure in challenging situations.
• Attention to detail and commitment to accuracy.

Note

This position plays a crucial role in upholding our commitment to both exceptional customer experiences and operational excellence. The ideal candidate will be a quick learner who thrives in a dynamic environment, adeptly managing multiple projects while ensuring that every customer interaction aligns with our high standards of quality and service.

Compensation and Benefits

• Salary: $18/hr - $25/hr depending on qualifications and experience.
• Benefits: Health and Dental Insurance available after 90 days.

Our Commitment to Excellence and Values

At Clearwater Shower Bath, our reputation is built on more than just superior craftsmanship. We're a team united by a set of core values that drive everything we do:

• Unwavering Quality: We believe in doing things the right way, even when it's not the easiest path. Our work reflects our commitment to excellence in every detail, choosing quality over shortcuts every time.
• Customer-Centric Focus: We go above and beyond to ensure customer satisfaction, knowing that our success is intertwined with the experiences we create. By consistently putting our customers first, we build lasting relationships that fuel our growth.
• Pride in Our Craft: We produce results we're proud to showcase. Our excitement in sharing our projects demonstrates the high standards we maintain in every remodel, reflecting our passion for what we do.
• Long-Term Vision: We understand that today's exceptional service and craftsmanship pave the way for tomorrow's success. By delivering outstanding results consistently, we build a strong foundation for our future and that of our customers.

Join Our Team

If you resonate with our values and are excited about contributing to a workplace that prioritizes both team member satisfaction and customer excellence, we want to hear from you. As our Customer Success Specialist, you'll play a vital role in upholding these values and supporting our mission to be the premier choice for bathroom remodeling in the Tampa Bay Area and Southwest Florida.

We look forward to discussing how your skills and experiences can contribute to our commitment to excellence and our continued growth in the industry.

Clearwater Shower Bath is an equal opportunity employer and values diversity in our workforce.