Customer Experience Lead
About The Position
The Customer Experience Lead is responsible for overseeing day-to-day operational activities and serving as a key point of coordination within the customer experience function. This role requires strong organizational, leadership, and interpersonal skills to effectively guide operations and support service excellence. Job responsibilities include but are not limited to: · Serve as the primary point of contact for customer and vendor inquiries, providing timely and professional responses via phone and email. · Evaluate and analyze all relevant information to accurately address customer inquiries, service requests, and complaints, including complex or escalated issues. · Assess, prioritize, and triage incoming inquiries and escalations based on urgency, impact, and · Coordinate closely with internal departments, field teams, and strategic account managers to resolve customer issues, and ensure seamless service delivery. · Monitor service requests from initiation through completion, providing proactive follow-up to ensure resolution and customer satisfaction. · Track, document, and manage unresolved or recurring complaints, assigning issues to appropriate resources and ensuring timely resolution. · Ensure compliance with internal policies, procedures, and regulatory requirements, while identifying opportunities to improve processes and the overall customer experience. · Organize and manage daily workflows to optimize efficiency, maintain data integrity, and consistently meet departmental performance metrics. · Maintain detailed and accurate records of all customer communications, including date, issue summary, actions taken, outcomes, and next steps. · Perform other duties as assigned.
Requirements
- Knowledge of customer service principles and practices
- 3+ years’ experience and knowledge of administrative procedures
- High School Diploma, General Education Degree, or equivalent; Associates or Bachelor’s Degree is a plus
- Facilities Maintenance industry
- Customer service call center operations
- Interpersonal, listening, and conflict management (EQ)
- Stress management
- Written and oral communication
- Mathematical, analytical and problem-solving skills
- Data entry accuracy and editing skills
- Management reporting
- Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)
Nice To Haves
- Associates or Bachelor’s Degree
Responsibilities
- Serve as the primary point of contact for customer and vendor inquiries, providing timely and professional responses via phone and email.
- Evaluate and analyze all relevant information to accurately address customer inquiries, service requests, and complaints, including complex or escalated issues.
- Assess, prioritize, and triage incoming inquiries and escalations based on urgency, impact, and
- Coordinate closely with internal departments, field teams, and strategic account managers to resolve customer issues, and ensure seamless service delivery.
- Monitor service requests from initiation through completion, providing proactive follow-up to ensure resolution and customer satisfaction.
- Track, document, and manage unresolved or recurring complaints, assigning issues to appropriate resources and ensuring timely resolution.
- Ensure compliance with internal policies, procedures, and regulatory requirements, while identifying opportunities to improve processes and the overall customer experience.
- Organize and manage daily workflows to optimize efficiency, maintain data integrity, and consistently meet departmental performance metrics.
- Maintain detailed and accurate records of all customer communications, including date, issue summary, actions taken, outcomes, and next steps.
- Perform other duties as assigned.
Benefits
- As a full-time KBS employee (30+ hours per week) you may qualify for benefits including medical, dental, vision, prescription drugs, and more!
- Paid Time Off
- Paid Holidays
- Sick Time
- Life Insurance
- Short Term Disability – Employer paid
- Long Term Disability
- Supplemental Health Insurance (E.G., Accident)
- 401k plan with a match or Non-qualified Deferred Compensation Plan
- Pet Insurance
- PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
