Client Experience Specialist

Client Experience Specialist PB Roofing Elmwood Park, NJ Job Details Full-time From $60,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off 401(k) matching Qualifications Interpersonal skills High school diploma or GED Attention to detail Decision making Patience Associate's degree Full Job Description Client Experience Specialist Master Builder of Raving Clients"

Job Summary:

The Client Experience Specialist is considered apart of the operational backbone of our service delivery. Your primary focus is managing work orders from intake to completion and coordinating field services across our client portfolio

• facilities and shopping centers that operate 7 days a week and depend on us to perform above and beyond their expectations.

You are the critical link between our clients and operations team. You are tech-savvy, highly organized, and thrive in a fast-paced environment where urgency, accuracy, and strong communication are non-negotiable. You take ownership of every work order you touch and hold yourself accountable for its outcome.

Who You Are:

You embody the four PB Roofing core values: Coachable, Resourceful, Growth-Minded, and Compassionate You are an exceptional communicator

• you actively listen, respond with urgency, and keep every stakeholder informed at every stage of a work order You stay calm under pressure and adapt quickly when priorities shift, which they will You have a track record of consistently hitting goals and driving results, not just completing tasks You treat your work as a career and bring an entrepreneurial, ownership mindset to every interaction You are a reliable team player who is also capable of working independently and making confident decisions You are committed to continuous personal and professional development

Key Responsibilities:

Work Order Management Own the full lifecycle of client work orders from intake and assignment through field execution and job closure Manage and monitor work orders across multiple platforms including client portals, internal systems, and CRM/job tracking software Ensure all work order data is accurate, up-to-date, and properly documented across all company channels in real time Track open work orders proactively, identify delays or blockers, and escalate appropriately to prevent SLA (Service Level Agreement) breaches Review completed work orders and cross-check that the final invoice amount matches what field technicians entered in the system before submission

• flag discrepancies for resolution Service Coordination Coordinate scheduling and dispatching of field technicians in alignment with client needs, SLA windows, and operational capacity Communicate effectively with field crews to provide real-time status updates and ensure smooth job execution Serve as part of the Client Experience on-call rotation: managing, executing, and completing all service requests that arise when company headquarters is closed, including nights and weekends Respond to client facilities and shopping center requests with urgency, recognizing that our clients operate 7 days a week and cannot afford delays Manage escalation procedures when situations warrant, exercising sound judgment and keeping leadership informed Client Communication & Relationship Support Serve as a primary point of contact for clients via phone, email, and client portals throughout the duration of each service Provide consistent, proactive communication at every stage of a work order•never leave a client wondering about status Handle client concerns and resolve issues in a professional, timely manner that reinforces trust and loyalty Identify client needs, anticipate problems before they arise, and take proactive steps to maintain a positive experience

Educational Requirements & Experience:

• Prior experience in a service coordination, dispatcher, work order management, or operations support role preferred
• Demonstrated ability to manage high volumes of concurrent tasks and work orders without dropping the ball
• Comfort working across multiple software platforms and client portals simultaneously
• you learn new tools quickly
• Strong written and verbal communication skills; professional and responsive at all times
• Availability and willingness to participate in on-call rotation, including evenings and weekends
• Ability to work independently and make confident decisions in time-sensitive situations
• High attention to detail and accuracy, especially when updating and managing data across systems
• High school diploma or equivalent (Associate's or Bachelor's degree preferred) PB Roofing Core Values Coachable We are open and eager to continually learn, improve, and grow in our roles.

We are always looking to be taught and better. Growth Mindset We take advantage of every growth opportunity in professional advancement and personal development. Resourceful Our quality of work reflects our ability to be effective and productive as possible. Compassionate Through acts of service, donations, and volunteering, we are able to help wonderful organizations and make a difference. EOE PB Roofing is an Equal Opportunity Employer, and we are dedicated to fostering a culture of intentional Inclusion and Diversity (I&D), as well as focusing on fairness in recruitment, selection and decision making. If you are interested in learning more about becoming part of a company that is rapidly becoming the standard of excellence by other firms in the construction commercial roofing field, apply today!

Job Type:

Full-time Pay:

From $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Ability to

Commute:

Elmwood Park, NJ 07407 (Required) Ability to

Relocate:

Elmwood Park, NJ 07407: Relocate before starting work (Preferred)

Work Location:

In person