Client Sherpa

We are looking for a “Customer Sherpa” who is the front line of communication with our clients.  This critical role helps inform our clients, leads them through the process and helps ensure a great experience with Acre.

 

As this position is to serve as an addition to the administrative staff, you will serve to assist the project coordinators with overflow assignments, and miscellaneous admin/clerical tasks.

 

Location– Remote or Reno Office

 

About you

You’re empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it’s only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific needs, and also solving their problems that may have gone unsaid.

You love to write. Acre works remotely with team, clients, partners and vendors and writing is our primary means of communication. You can use written communication to build rapport with clients and vendors and clearly layout processes and expectations.   

You’re persistent. Home building has a long cycle and the projects are very important for Acre clients.  You must be able to identify problems as they pop up and be relentless in finding a solution to make the project a success.

You love doing things efficiently. At Acre, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves. Can you recognize trends and find a way to better address questions and issues that continually pop up?

You love to set your own course. At Acre, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Acre customers.

 

 

Specific Responsibilities:

 

  • Sales- take calls, answer questions, follow up with customers, sending collateral, worksheets, questionnaires.  
  • Customer support- Do follow ups before and during pre-construction.  Weekly check-ins
  • Coordinate with project team to help communicate schedules, status updates, and request for information.  
  • Client and consultant communication
  • Assist Project Coordinator with Logging/Tracking/Issuing project documents (AEAs, Pay Apps, etc.)
  • Maintaining Project Files
  • Manage project hours, timesheets and expense reports as necessary
  • Assist with phone support/backup/rollover calls
  • Help manage meeting, presentations
  • Work with the product team to build tools that will speed up and increase the quality of support at the same time
  • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)

 

Qualifications

    • A/E/C industry experience is strongly preferred.
    • 3 years of experience in an administrative/high touch customer support role.
    • Excellent oral and written communication skills.
    • Strong organizational skills.
    • Work well under pressure, juggle and prioritize multiple projects and adjust work accordingly, often against tight deadlines.
    • Expert in Microsoft Office Suite; MS Word, Excel, Access and PowerPoint.
    • Very detailed, accurate proofreading skills.
    • Punctuality and dependability are required.

 

About Acre

Acre is a Y-Combinator company creating beautiful smarthomes, powered by the sun. We bring together the most advanced materials and technologies, for a home that functions like a modern product should. Our flat-pack build system is 70% faster than typical construction, creating superior homes at, or below, market rate.

 

Company Mission

Acre creates homes that are Built for Life, focusing on sustainability, health, lifestyle and quality. We exist to bring housing into the future, and good design into reach for more people.

We think differently about the design, construction and lifecycle of homes, and are looking for team members that share our passion.  

 

Benefits

  • Competitive salary
  • Great healthcare + dental + vision coverage
  • Retirement plan with 4% company match*
  • Profit sharing
  • Flex Time
  • 16 weeks paid leave for new parents of biological or adopted children
  • 4 weeks paid vacation

 

How To Apply

We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

After you apply, you are going to hear back from us, even if we don’t seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.