Customer Experience Rep (CER)

PCF Construction Group LLC•Kent, WA

9d•$0 - $25•Hybrid

About The Position

This role is fast-paced, team-oriented, and heavily system-based. You will be managing multiple conversations across multiple platforms, keeping details sharp, and moving leads through our pipeline with purpose. If you love staying busy, take pride in accuracy, and enjoy being part of a team that actually has fun while getting things done — you will fit right in here.

Requirements

Strong verbal and written communication skills
Comfortable and confident on the phone — inbound and outbound
Reliable attendance and punctuality — the team counts on you being present
Professional, friendly, and calm under pressure
High attention to detail
Comfortable working on a computer for the majority of your shift
High school diploma or GED required

Nice To Haves

Customer service, scheduling, or call center experience preferred
Highly desired: 1+ year of customer service experience involving high-volume phone communication and CRM usage
Helpful background includes: High-volume inbound and outbound communication, data entry, account maintenance, CRM systems, scheduling, contact center, database management, customer retention, lead development, and computer proficiency.
Skills we value: Active listening, attention to detail, outgoing personality, adaptability, multitasking, prioritization, organization, comfort with new systems, and a competitive drive to hit your numbers.

Responsibilities

Answer inbound calls and respond to customer inquiries across phone, text, and email with warmth, confidence, and speed
Schedule and confirm appointments, coordinating between customers and our internal Sales team to keep the calendar full and accurate
Represent our brand with enthusiasm — you are not just booking appointments; you are selling the experience of working with PCF
Make outbound calls to follow up on leads, re-engage unresponsive customers, and recover canceled appointments — yes, this includes cold outreach at times, and we need someone who is not afraid to pick up the phone and go after it
Manage multiple conversations simultaneously while keeping every detail organized and documented correctly in our CRM
Complete administrative tasks including data entry, lead record maintenance, activity logging, and calendar management — accuracy here is non-negotiable
Support pipeline health by following up on open leads, flagging issues, and keeping records clean
Collaborate closely with the CER team and CER Lead to hit team production goals and maintain quality standards
Operate with a "whatever it takes" mindset because we genuinely win together here