Customer Experience Liaison

Job Description

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 within 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 problem-solving abilities.

• Accountability and ownership of customer concerns.

• High attention to detail and accuracy.

• Positive attitude and resilience.

• Sound judgment and decision-making abilities.

• Ability to collaborate effectively across multiple departments.

• Integrity, honesty, and professionalism.

• Alignment with CRA's mission, values, and Care Beyond Reason culture.

Physical Requirements

• Ability to sit, stand, walk, and use a computer for extended periods.

• Ability to occasionally lift up to 25 pounds.

• Ability to travel occasionally to branch locations, customer sites, or company meetings as needed.

Compensation & Benefits

• Competitive pay based on experience

• Health, Dental, and Vision Insurance

• 401(k) with Company Match

• Paid Time Off

• Paid Holidays

• Career Growth Opportunities

• Employee Assistance Resources

• Family-Oriented Work Environment

Schedule

• Full-Time

• Monday through Friday

• Occasional flexibility may be required based on business needs

At CRA, we believe an exceptional customer experience is the direct result of an exceptional employee experience. If you are passionate about helping people and want to join a company that truly lives its values through Care Beyond Reason, we would love to hear from you.

CRA is an Equal Opportunity Employer and maintains a Drug-Free Workplace.

Company Description

At CRA we are passionate about serving the community that we live and work in. Providing Southwest Florida with custom engineered and professionally installed pool cages, screen enclosures, rescreening, car ports, pool deck paver systems, drainage gutters, soffit/fascia, aluminum fencing, customer railing systems, and welded products.
We are dedicated to building a positive, fun, and team-spirited workplace. We are passionate and committed to a family workplace culture! As one of the fastest growing companies in Southwest Florida for the past 30 years, we are extremely proud of our employees’ achievements.

In compliance with all provisions of Executive Order 11246, all qualified applicants will receive consideration or employment without regard to race, color, religion, sex or national origin.

Company Description

At CRA we are passionate about serving the community that we live and work in. Providing Southwest Florida with custom engineered and professionally installed pool cages, screen enclosures, rescreening, car ports, pool deck paver systems, drainage gutters, soffit/fascia, aluminum fencing, customer railing systems, and welded products.\r\nWe are dedicated to building a positive, fun, and team-spirited workplace. We are passionate and committed to a family workplace culture! As one of the fastest growing companies in Southwest Florida for the past 30 years, we are extremely proud of our employees’ achievements.\r\n\r\nIn compliance with all provisions of Executive Order 11246, all qualified applicants will receive consideration or employment without regard to race, color, religion, sex or national origin.