Customer Experience Representative (On-Site)

Customer Experience Representative

Mad City Windows & Baths, a proud company of the Renuity family, where innovation and excellence drive everything we do. As part of a powerful network of seven of the most trusted home renovation companies in America, we are on a mission to revolutionize home improvementmaking it faster, easier, and stress-free. We are helping homeowners create spaces they love, without the hassle. With expert teams across 36 states and growing, there's likely a Renuity home in your neighborhood. We value fresh perspectives and welcome candidates from all backgrounds to bring their unique experiences and ideas to our team. And we're just getting started!

Job Summary: 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.

Essential Functions of Job: Job functions are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Responsibilities may change at any time with or without notice. Basic functions are:

• 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

Qualifications: To effectively perform the duties of this position, individuals must demonstrate the following competencies:

• 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.

Physical Requirements: The physical requirements of this role may vary depending on the specific job duties and work environment. These may include, but are not limited to:

• Sit for long periods of time at a desk
• Able to operate a phone, computer, copier, scanner, and fax machine

About Mad City Windows & Baths

At Mad City Windows & Baths, a Renuity company, we're making home improvement faster, easier, and stress-free. Homeowners across the Midwest have trusted us for top-tier remodeling services, and now, as part of Renuity, we're combining our local expertise with the strength of a national brand to build the future of home improvement. With a winning mentality, we continue to grow rapidly, offering unparalleled career opportunities100% of our current marketing leaders started in entry-level roles. As part of our team and the broader Renuity organization, you'll have the opportunity to make an impact, grow your career, and help people create homes they love.