Customer Experience Liaison

Job Description

Customer Experience Liaison

CRA – Commercial Residential Aluminum

At CRA, we are passionate about serving the communities where we live and work. We provide Southwest Florida with custom engineered and professionally installed pool cages, screen enclosures, rescreening, carports, pool deck paver systems, drainage gutters, soffit/fascia, aluminum fencing, custom railings, shutters, canopies, and welded products.

We are dedicated to building a positive, fun, and team-oriented workplace. We are passionate and committed to a family-focused culture built on our core value of Care Beyond Reason. As one of the fastest-growing companies in Southwest Florida for more than 25 years, we are proud of our employees and the exceptional service they provide to our customers.

Position Summary

CRA is seeking a Customer Experience Liaison who will serve as the bridge between our customers and internal teams, ensuring every customer receives proactive communication, exceptional service, and a seamless experience throughout their project journey.

This role is responsible for building strong customer relationships, coordinating communication between departments, addressing concerns, and helping ensure customers feel informed, valued, and supported from project initiation through completion. The ideal candidate is empathetic, organized, resourceful, and committed to delivering an exceptional customer experience.

If you enjoy helping people, solving problems, and making a meaningful impact on customer satisfaction, we encourage you to apply.

Essential Duties and Responsibilities

• Serve as a primary point of contact for customers throughout the lifecycle of their project.

• Build and maintain positive relationships with customers through professional and proactive communication.

• Respond to customer inquiries, concerns, and requests via phone, email, and other communication channels.

• Coordinate with Sales, Operations, Permitting, Production, Scheduling, and Installation teams to ensure accurate and timely customer updates.

• Communicate project status, scheduling changes, permitting updates, and resolution timelines to customers.

• Research, troubleshoot, and help resolve customer concerns while maintaining a positive customer experience.

• Take ownership of customer issues and ensure timely follow-up until resolution.

• Document customer interactions, project notes, and service-related information accurately within company systems.

• Identify recurring customer concerns and communicate trends to leadership.

• Assist with customer satisfaction initiatives, surveys, and retention efforts.

• Support company goals related to customer service excellence and operational efficiency.

• Maintain confidentiality of customer and company information.

• Perform additional duties and special projects as assigned.

Required Qualifications

• Minimum of 2 years of experience in customer service, customer relations, account management, customer success, or a similar customer-facing role.

• Exceptional verbal and written communication skills.

• Strong active listening and interpersonal skills.

• Ability to remain calm, professional, and solution-focused in challenging situations.

• Strong organizational skills with the ability to manage multiple priorities.

• Excellent attention to detail and follow-through.

• Ability to work independently while collaborating effectively with multiple departments.

• Proficiency in Microsoft Outlook, Word, and Excel.

• Ability to quickly learn company products, processes, and software systems.

• Strong problem-solving and critical-thinking abilities.

Preferred Qualifications

• Experience with in construction, building products, manufacturing, contractor services, home improvement, or related industries.

• Experience using CRM, customer management, or project management software.

• Bilingual English/Spanish.

• Experience handling customer escalations and conflict resolution.

• Familiarity with project-based service environments.

What We're Looking For

The ideal candidate will demonstrate:

• Empathy and a genuine desire to help others.

• Patience and professionalism under pressure.

• Strong communication and relationship-building skills.

• Resourcefulness and independent…