TITLE:    Client Experience Coordinator

REPORTS TO:     Marketing Director

JOB PURPOSE: Ensure prospects and clients have a positive Mosby experience throughout their journey with Mosby, by providing premium customer service, excellent communication and MBA support where needed.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Conduct homeowner intake calls consisting of project discussion, price qualification, and appointment scheduling
• Document and manage lead information in database system
• Engage with prospects and clients in a professional, personal, and rapport-building manner
• Serve as client liaison throughout a client’s project, including making weekly check-in Customer Care calls, addressing client concerns, and problem solving when issues arise
• Handle client relations marketing efforts including, but not limited to, neighborhood letters, reviews, etc.
• Understand and be aware of current marketing efforts and sales promotions
• Support the Sales Consultants as needed to ensure a high level of client care, including calendar maintenance, document preparation and other tasks as needed
• Support the Field Staff as needed to ensure a high level of client care, including warranty coordination, calendar scheduling, client concerns and other tasks as needed
• Assist with planning, marketing and execution of marketing events such as seminars, webinars and others
• Assist Marketing with additional tasks as needed

MINIMUM REQUIREMENTS:

• 3 to 5 years in customer service and/or sales
• High school diploma or equivalent preferred
• Working knowledge of Windows based computers and Microsoft Office (Word, Excel, & Outlook)
• Intermediate typing skills
• Entry level marketing experience preferred
• Enjoy talking to people and be a good listener
• Attention to detail, professionalism, reliability, and strong communication skills
• Knowledge or interest in homes, design, remodeling a plus, but not necessary
• Ability to sit and/or stand at desk for extended periods of time. Regularly walk, talk, hear, view computer screens, type and occasionally lift up to 20 lbs.

 POSSESS THE FOLLOWING MOSBY CORE VALUES:

+--------------------------------------+--------------------------------------+ | - Lead with Kindness | - Embrace Creativity | +--------------------------------------+--------------------------------------+ | - Act with Integrity | - Honor Family | +--------------------------------------+--------------------------------------+ | - Give Respect | - Nurture Teamwork | +--------------------------------------+--------------------------------------+ | - Bestow Loyalty | - Walk with Humility | +--------------------------------------+--------------------------------------+ | - Speak with Honesty | - Accept Accountabilit | +--------------------------------------+--------------------------------------+