Client Experience Specialist

Key Responsibilities:

• Act as primary contact for technicians, confirming work order details like parts and labor in real-time.
• Update system records accurately and resolve discrepancies by coordinating with branch personnel and billing teams.
• Request customer approvals for work orders and ensure pricing aligns with agreements before invoicing.

Customer & Account Management:

• Provide regular status updates to strategic accounts via email or customer portal to maintain satisfaction.
• Respond to inquiries and follow up on high-priority work orders daily for swift resolution.
• Maintain a live database for completed orders and monitor statuses for parts, rescheduling, and warranties.

Operational Support:

• Facilitate parts ordering with the warehouse team and escalate orders needing manager review.
• Identify areas for workflow refinement to boost operational efficiency and customer trust.
• Support career development through company-paid training and certification opportunities.