Customer Experience Representative

Alta Equipment Group • Livonia, MI

1d • Remote

About The Position

Alta Material Handling is seeking a full-time Customer Experience Representative (CXR). This position is fully remote, with an expectation to travel occasionally for in-person staff meetings. The Customer Experience Representative serves as the primary point of contact for inbound customer inquiries. This role focuses on intake accuracy, responsiveness, and a quality customer experience. The CXR role is non‑sales, non‑commissioned, and is not responsible for closing revenue.

Requirements

• Strong verbal and written communication skills.
• High attention to detail and process discipline.
• Ability to quickly assess and categorize customer needs.
• Comfort using CRM systems and internal tools.

Nice To Haves

• Prior experience in customer service, BDR, or call‑center environments.
• Familiarity with industrial, equipment, or service‑based organizations.

Responsibilities

• Receive inbound customer inquiries via phone and email.
• Professionally assess and categorize customer needs.
• Deliver a consistent, high‑quality customer experience aligned with company standards.
• Operate effectively in a high‑volume inbound environment, managing multiple customer interactions across phone and email.
• Maintain accuracy, professionalism, and responsiveness while switching between varying request types and priorities throughout the day.
• Create CRM Opportunities for all revenue‑generating inbound requests.
• Accurately document customer needs, context, and requested follow‑up.
• Assign ownership using approved routing tools and processes.
• Route requests to Sales, Branch Operations, Parts, Service, or Rental teams as appropriate.
• Ensure clear handoff communication and follow‑up expectations.
• Escalate when routing is unclear; do not guess ownership.
• Identify non‑revenue inquiries (HR, recruiting, driver complaints, vendor inquiries, etc.).
• Do not enter non‑revenue activities into CRM.
• Route these requests via email following documented escalation procedures.
• Adhere to documented CX routing, intake, and handoff standards.
• Maintain CRM data accuracy and completeness.
• Participate in continuous improvement of CX processes.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with match
• Company laptop
• Paid time off
• 10 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed