Customer Experience Representative (CER)

Customer Engagement & Relationship Management Conduct scheduled customer visits, meetings, and check-ins (in-person and virtual) Build strong, professional relationships with key customer stakeholders Act as a trusted advisor and main point of contact for customer experience matters Ensure customers feel heard, valued, and always supported Customer Feedback & Performance Review Lead structured customer feedback meetings to gather both positive and negative input Document and track customer feedback, concerns, and satisfaction levels Identify trends and recurring issues impacting customer experience Facilitate performance review discussions aligned with service commitments Issue Resolution & Escalation Management Proactively address customer concerns and service-related issues Coordinate internally with operations, dispatch, and field teams to resolve problems quickly Ensure timely follow-up and closure of all customer concerns Escalate critical issues to leadership as needed Operational Coordination Communicate customer feedback to service teams and leadership Partner with Operations Managers and Field Supervisors to improve service execution Track action items and ensure accountability across teams Support continuous improvement initiatives based on customer input Customer Retention & Growth Identify opportunities to strengthen customer relationships and increase satisfaction Support contract retention and long-term customer engagement strategies Recognize opportunities for additional services or value-add solutions #J-18808-Ljbffr