Customer Experience Representative

Customer Experience RepresentativeAbout KBSKellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.If this sounds like you, then why wait, APPLY TODAY!!The pay range for this role is $20.47 - $28.65 per hour.This position is a full-time, remote opportunity.Position SummaryThe Customer Experience Representative is responsible for overseeing day-to-day operational activities and serving as a key point of coordination within the customer experience function. This role requires strong organizational, leadership, and interpersonal skills to effectively guide operations and support service excellence.Essential Duties and ResponsibilitiesJob responsibilities include but are not limited to:Serve as the primary point of contact for customer and vendor inquiries, providing timely and professional responses via phone and email.Evaluate and analyze all relevant information to accurately address customer inquiries, service requests, and complaints, including complex or escalated issues.Assess, prioritize, and triage incoming inquiries and escalations based on urgency, impact, andCoordinate closely with internal departments, field teams, and strategic account managers to resolve customer issues, and ensure seamless service delivery.Monitor service requests from initiation through completion, providing proactive follow-up to ensure resolution and customer satisfaction.Track, document, and manage unresolved or recurring complaints, assigning issues to appropriate resources and ensuring timely resolution.Ensure compliance with internal policies, procedures, and regulatory requirements, while identifying opportunities to improve processes and the overall customer experience.Organize and manage daily workflows to optimize efficiency, maintain data integrity, and consistently meet departmental performance metrics.Maintain detailed and accurate records of all customer communications, including date, issue summary, actions taken, outcomes, and next steps.Perform other duties as assigned.Knowledge and SkillsKnowledge:Facilities Maintenance industryCustomer service call center operationsSkills:Interpersonal, listening, and conflict management (EQ)Stress managementWritten and oral communicationMathematical, analytical and problem-solving skillsDetail focusData entry accuracy and editing skillsManagement reportingMicrosoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)Educational Qualifications/Job Experience RequirementsExperience Required:Knowledge of customer service principles and practices3+ years’ experience and knowledge of administrative proceduresEducation:High School Diploma, General Education Degree, or equivalent; Associates or Bachelor’s Degree is a plusWorking Conditions/Physical RequirementsSchedule:Schedule varies and includes weekends or holidays as needed.The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical Demands:Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.Ability to speak clearly (use of voice)Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focusTravel: <5%KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. #J-18808-Ljbffr