Customer Experience Representative

Renuity • Madison, WI

2d • Onsite

About The Position

Mad City Windows & Baths, a Renuity Company, is part of a powerful network of home renovation companies dedicated to making home improvement faster, easier, and stress-free. They are committed to innovation and excellence, valuing fresh perspectives from all backgrounds. The Customer Experience Representative is responsible for surveying customers after project installation to gather feedback, support a positive brand image online and offline, and ensure customer satisfaction. This role involves partnering with internal teams to identify and escalate negative customer experiences for prompt resolution and soliciting business referrals.

Requirements

• High school diploma or GED
• 3-5 years of experience in customer service
• Proficiency in Microsoft Office software.
• Excellent conflict resolution skills.
• Strong listening and empathy skills.
• Excellent verbal and written communication skills.
• Strong organizational skills, with the ability to multitask and meet deadlines.
• Ability to solve problems, use good judgement, accuracy, and make logical decisions.
• Displays professionalism and represents the organization in a professional manner.

Responsibilities

• Conduct outbound calls to customers following project installation to gather feedback on their experience with the company. This role operates in a high-volume call environment, averaging approximately 40–60 calls per day
• Interact regularly with customers via phone to collect feedback and ensure a positive post-installation experience
• Escalates customer concerns to the applicable market production manager for follow-up and resolution
• Introduce customers to the company’s survey scoring system and encourage completion of customer satisfaction surveys, Google reviews, and referrals
• Request customer referrals
• Capture and route qualified customer referrals to the Sales department for opportunities
• Track negative customer interactions to identify trending issues and identify gaps in both sales and operations
• Monitor and maintain reporting related to Net Promoter Score (NPS) and online review performance, including Google reviews
• Partner with leadership to report observations, trends, and insights that support continuous improvement in customer experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees