Job Title: Customer Experience Lead

Department: Exterior

Location: Remote-U.S.

FLSA Classification: Non-Exempt

Reports to: Customer Experience Supervisor

Status: Full-time

Compensation: $18-$20/hr DOE

Position Summary

Customer Experience Lead position is responsible for the day-to-day operations. This role requires exceptional organizational, leadership, and interpersonal skills. This position’s primary objective is to ensure the established service level agreements (SLA), data integrity and communication are adhered to. This role will focus on direct communication with customers and vendors, project scheduling, and coordination across departments to foster optimized interaction with our customers. Ensures departmental goals are met or exceeded.

Schedule: 5 Day Work Week

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

• Inbound- Outbound experience Required 
• Assist customer service call center team members daily in responding to customer and vendor inquiries
• Provide responses via email or phone call
• Obtain and evaluate all relevant information to effectively address customer inquiries, comments, or complaints
• Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues
• Coordinate with internal departments to resolve customer inquiries, issues and project scheduling
• Ensure compliance and any other relevant issues central to improving the customer experience
• Track issues and provide follow up to ensure complaints are resolved to the customer’s satisfaction; monitor the completion of customer projects
• Escalate any projects on the executive weekly reports that need crew assignments to corresponding field managers and Strategic Account Managers
• Organize workflow to meet or exceed departmental goals
• Identify, record and track unresolved complaints; direct outstanding issues to the appropriate resources for resolution
• Review data integrity reports and address issues
• Accountable for client work order system reconciliation
• Maintain detailed records of written or verbal customer communication, noting the communication date, reason, action(s) taken, and next step(s) as appropriate
• Prepare and distribute daily and/or weekly customer activity reports to executives, customers, and internal team
• Accountable for Service Record, Service Orders and Case Records, and make updates, as needed.
• Responsible for chemical and consumable ordering
• Provide information for Quarterly Business Reviews, as requested
• Assist in rollout progress, including vendor management, start dates, and internal team coordination and training
• Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements

Educational Qualifications/Job Experience Requirements

Experience Required:

• Proficiency in Excel- Understands the basic layout of the program and how certain mechanical aspects work: formulas, pivot tables, charts/graphs
• Knowledge of customer service principles and practices
• 3 years’ experience and knowledge of administrative procedures

Education:

• High School Diploma, General Education Degree, or equivalent; Bachelor’s Degree is a plus

Knowledge, Skills and Competencies

Knowledge:

• Facilities Maintenance industry
• Customer service call center operations

Skills:

• Interpersonal, listening, and conflict management (EQ)
• Stress management
• Written and oral communication
• Mathematical, analytical and problem-solving skills
• Detail focus
• Data entry accuracy and editing skills
• Management reporting
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)

Competencies:

• Dealing with ambiguity
• Action Oriented
• Integrity and Trust
• Customer focus
• Priority setting
• Time management

Working Conditions/Physical Requirements

Schedule:

• Schedule varies and includes weekends or holidays as needed.