Customer Experience Representative

About the role

We are looking for a proactive, customer‑focused professional to serve as the primary point of contact for new and existing accounts. In this role you will ensure smooth onboarding, monitor contract milestones, and provide high‑value support that enables our sales teams to concentrate on growth.

Key responsibilities

• Coordinate the hand‑off from Sales to Service using standardized checklists to complete all installation steps.
• Conduct structured performance reviews at 3, 6, and 12 months to document service levels and surface friction points.
• Monitor lease and parts‑life data in the CRM and initiate outreach six months before expiration for upgrades and renewals.
• Generate and distribute Customer Experience Report Cards to flag accounts needing urgent attention.
• Act as the main internal contact for Sales reps seeking status updates on installations or account health.
• Perform post‑installation phone and email surveys to confirm customer satisfaction.
• Audit and update account contact information and business requirements in collaboration with Sales, Service, and Administration.

Required profile

• Minimum 1 year of experience in a customer service or advisory role.
• Basic analytical ability to understand issues and propose appropriate resolutions.
• Project and process management skills for developing and refining call scripts and documentation.
• Strong time‑management and multitasking capabilities for handling targeted outreach.

Required skills

• Salesforce
• CRM platforms
• Email communication tools
• Outbound phone prospecting

What we offer

• Hybrid work schedule – office presence on Mondays, Wednesdays and Thursdays, remote work the rest of the week (reliable internet required).