Senior Customer Experience Representative

Senior Customer Experience Representative

Kellermeyer 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 verticalsincluding retail, industrial and logistics, healthcare, education, manufacturing, and moremaintain 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.

Position Summary

The Senior Customer Experience Representative serves as the primary operational resource for complex customer interactions, escalations, and workflow coordination within the Customer Experience team. This role provides day-to-day guidance, quality oversight, and process support to Customer Experience Representatives while maintaining individual ownership of high-priority accounts and service recovery. The Senior Rep acts as a subject matter expert, ensures adherence to service standards and SLAs, supports training and onboarding, and drives continuous improvement through data, quality monitoring, and cross-functional collaboration.

This position includes limited supervisory functions such as workflow direction, coaching, and performance feedback but does not carry formal disciplinary authority.

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

• Serve as the primary point of contact for complex, high-visibility, and escalated customer inquiries and complaints
• Perform service recovery with a focus on retention and satisfaction
• Ensure timely, accurate, and professional responses across all communication channels (phone, email, portal)
• Monitor open cases and aging work orders to ensure resolution within SLA targets
• Coordinate with field teams, operations, billing, and strategic account managers to resolve customer issues
• Provide daily direction on queue management, task prioritization, and workload balancing
• Act as floor support for questions, approvals, and procedural guidance
• Assist with onboarding and training of new team members on systems, processes, and service standards
• Deliver real-time coaching and constructive feedback to improve quality and efficiency
• Reinforce policies, procedures, and customer experience best practices
• Conduct call, email, and case quality reviews and document coaching opportunities
• Track recurring issues, identify root causes, and recommend process improvements
• Monitor team adherence to SLAs, response times, and documentation standards
• Maintain accurate records of customer interactions, escalations, and resolutions
• Assist in preparing weekly and monthly performance and escalation reports
• Analyze customer feedback and operational data to identify service improvement opportunities
• Support work order reconciliation and system accuracy audits

Additional Duties and Responsibilities

Perform other related duties as required and assigned.

Knowledge, Skills and Competencies

Knowledge:

• Facilities Maintenance industry
• Customer experience 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.)
• Typing: 40 WPM

Competencies:

• Dealing with ambiguity
• Action oriented
• Integrity and trust
• Customer focus
• Priority setting
• Time management

Educational Qualifications/Job Experience Requirements

Experience Required:

• 35 years of customer service experience, with at least 1 year in a lead or senior role
• Demonstrated experience handling escalations and complex customer issues
• Strong knowledge of CRM/work order systems and customer communication platforms
• Proven ability to coach peers and support team development
• Background in Reactive/Handyman and Exterior Facility services preferred

Education:

• High School Diploma, General Education Degree, or equivalent; bachelor's degree is a plus

Working Conditions/Physical Requirements

Schedule:

• Schedule varies and includes weekends or holidays as needed

Physical requirements:

• 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 focus

Environment:

• Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment
• Lighting varies based on building requirements and may be adjusted within reason
• Time constraints and related pressures to complete work are high

Travel: <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.