Customer Experience Representative (On-Site)

Renuity • Madison, WI

20h • Onsite

About The Position

The Customer Experience Representative is responsible for surveying customers following installation to gather feedback and support a positive brand image online and offline. This role partners with internal teams to identify and escalate negative customer experiences, ensuring concerns are addressed promptly, customer satisfaction is maintained and soliciting business referrals.

Requirements

• 3-5 years of experience in customer service
• Proficiency in Microsoft Office software.
• Excellent conflict resolution 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

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees