CX I

POSITION SUMMARY

The Client Experience I position is responsible for the management of customer accounts classified as B Class Markets and the service that is provided to them. This role will create and maintain a strong customer relationship that meets and exceeds our clients’ expectations, in turn increasing opportunities for business development. This position acts as a subject matter expert regarding the specialized requirements needed for successful communication with clients and on-time delivery of orders.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Necessary accommodations will be provided in compliance with the Americans with Disabilities Act and state or local law.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

• Function as primary contact for customers in specified market
• Coordinate and assist with routine client escalated concerns and solutions
• Work with team to onboard new clients in assigned markets, and conduct followup meetings as scheduled by management
• Fully understand all client requirements relating to their surveying scopes of work
• Understand the state and municipality requirements for survey products in assigned market
• Ensure ontime delivery of client orders in specified market, and escalate timely delivery concerns
• Work with the Field Crew Manager and the CAD team to minimize errors and improve quality control
• Quickly and accurately respond to client inquiries
• Collaborate with Supervisor to Organically grow the sales revenue of your customers
• Collect customer referrals to generate new leads for sales team
• Collaborate with Supervisor to Monitor client’s book of business and organically grow the sales revenue to goals set by management
• Update client documentation including but not limited to Plats, Grading Plans House Plans, & Contact Lists
• Provide consistent effective communication and updates to the clients in your market and conduct regular checkup calls
• Relay market updates to team and management as they arise
• Liaison for Field Crew and Production Team for Rescheduling of Jobs, Field Work, Scope, etc.
• At all times, represent the company with integrity and competence
• Other duties as assigned by leadership

ESSENTIAL QUALIFICATIONS

• Experience performing account management, customer service, or similar duties in related field
• Familiarity with customer service systems, practices and pipeline management
• Strong data entry, typing, and computer skills including use of MS Office programs
• Strong Follow up skills
• AutoCAD and CRM System experience a plus
• Focus on accuracy and attention to detail
• Desire and ability to work in a fastpaced, production environment
• Willingness to work outside of normal business hours such as nights, holidays or weekends

KEY PERFORMANCE INDICATORS TO MEASURE JOB PERFORMANCE

• Ontime delivery for Urgent Orders
• Operationally Sound Process & Procedures Followed Specifically for New Subdivision StartUp Procedure with each New Subdivision granted in your specific market.
• Organic growth

COMPENSATION & BENEFITS

• Salary commensurate with experience
• Comprehensive benefits package and company perks

ADDITIONAL INFORMATION

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Carter + Clark is an Equal Opportunity Employer

About Carter + Clark

Carter + Clark is a professionally licensed national land surveying, land planning, and engineering firm, with our corporate office located in Lawrenceville, Georgia. Our legal corporation name is Production Builder Services, LLC. We do business under the trade name Carter + Clark. For over 40 years, Carter and Clark is the largest nationwide surveying company providing builder services surveying to production home builders. We help builders build houses faster and more profitably.