Customer Experience Representative

Excel Management Limited Partnership • Calgary, AB

12h • Hybrid

About The Position

Join a respected Calgary homebuilder with over 35 years of experience and a strong reputation for simplifying the homebuying journey. Make a visible impact by helping customers feel heard, supported, and confident throughout the homeownership experience. Collaborate cross-functionally with Sales, Construction, Warranty, Purchasing, Marketing, trade partners, and other stakeholders to resolve concerns and improve service delivery. Use your communication, judgment, analytical thinking, and service mindset in a role that combines customer care, issue resolution, trend analysis, and continuous improvement. Build experience in a professional, people-focused environment where collaboration and service excellence are valued.

Requirements

• Related post-secondary education
• 2–5 years of experience in customer experience, customer service, sales, homebuilding, or a related customer-facing role.
• Confident communicator with strong conflict resolution, negotiation, problem-solving, organization, prioritization, and analytical skills.
• Comfortable using customer experience platforms, CRM tools, email, social media, internet resources, and other role-related applications.

Nice To Haves

• Familiarity with AVID, Google reviews, BBB matters, or similar third-party feedback platforms.
• Multilingual communication skills

Responsibilities

• Monitor customer feedback channels, satisfaction programs, and third-party review platforms to support timely follow-up and accurate documentation.
• Coordinate escalated customer concerns by working with internal teams and external partners to determine appropriate next steps and resolution pathways.
• Analyze customer feedback, trends, ratings, and sentiment to identify service gaps, recurring issues, and opportunities to improve the customer experience.
• Maintain accurate records of customer interactions, concerns, resolutions, and insights while handling sensitive information with professionalism and discretion.
• Support customer experience initiatives, onboarding and training activities, and process improvements related to customer communication and service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree