Customer Experience Lead
About The Position
Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals-including retail, industrial and logistics, healthcare, education, manufacturing, and more-maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we're looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service. If this sounds like you, then why wait, APPLY TODAY!! You will be responsible for day-to-day operations, data integrity, and communication. As a Customer Experience Lead the following duties and responsibilities will be a part of this opportunity, but are not limited to them: Assist customer service call team members daily in responding to customer and vendor inquiries. Obtain and evaluate all relevant information to effectively address customer inquiries, comments, or complaints. Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues. Maintain detailed records of written and verbal communication. Provide detailed and accurate information for quarterly business reviews, executives, and customers. Identify, record, and track unresolved complaints, direct outstanding issues to the appropriate resources for resolutions.
Requirements
- High school diploma, GED or equivalent
- 3+ years' experience in customer service/ administrative role
- Proficient knowledge of Excel - formulas, filtering, sorting, VLOOKUP
Responsibilities
- Assist customer service call team members daily in responding to customer and vendor inquiries.
- Obtain and evaluate all relevant information to effectively address customer inquiries, comments, or complaints.
- Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues.
- Maintain detailed records of written and verbal communication.
- Provide detailed and accurate information for quarterly business reviews, executives, and customers.
- Identify, record, and track unresolved complaints, direct outstanding issues to the appropriate resources for resolutions.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Administrative and Support Services
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
