Customer Experience Representative

Job Description

Job Description

Position Summary

As a Customer Experience Specialist, you're not just solving problems — you're shaping how customers experience PerfectVision from their very first interaction and every one after. This role blends proactive relationship-building with sharp, responsive problem-solving: you'll guide new customers through onboarding, anticipate needs before they become issues, and deliver value-added service that goes beyond the initial ask. If you take pride in ownership — following a customer's journey through to full resolution rather than passing it along — this role gives you the scope to do exactly that.

Essential Functions

Customer Onboarding & Proactive Engagement

• Serve as an early point of contact for new customers, guiding them through onboarding and initial setup to ensure a confident, informed start.
• Proactively reach out with check-ins and touchpoints designed to catch friction points before they become escalations.
• Identify usage pain points and deliver tailored solutions and educational materials — not just when asked, but as a standard part of the customer relationship.

Value-Added Service & Holistic Ownership

• Treat every interaction as an opportunity to add value beyond the customer's original request — anticipating adjacent needs and offering solutions the customer may not have known to ask for.
• Own the customer relationship end-to-end, from onboarding through ongoing support, rather than treating each contact as an isolated transaction.
• Follow up consistently to confirm full resolution and lasting satisfaction, not just ticket closure.

Customer Support & Technical Assistance

• Identify, research, and support accounts across multiple business verticals.
• Provide support across all systems our customers use — both internal platforms and partner-provided systems — including issues that are technical in nature.
• Help customers get the most out of PerfectVision products and services: best-use guidance, educational resources, and walkthroughs of new or unfamiliar functionality.
• Manage all customer service communication channels (phone, email, chat) effectively and efficiently.

Problem Diagnosis & Resolution

• Analyze customer complaints and inquiries to accurately identify root cause.
• Research and resolve product escalations, including those related to partner program commissions.
• Collaborate with partners and internal teams to build solutions that prevent recurrence and support customers holistically.
• Resolve escalations in a timely, effective manner.

Process Improvement & Feedback

• Share customer feedback and feature requests with internal teams to drive product and process improvement.
• Collaborate with cross-functional teams to shape customer service protocols and procedures based on real customer input.

Documentation & Record Keeping

• Maintain accurate, detailed records of all customer interactions, feedback, and resolutions in the company's CRM system.
• Consistently update internal databases and systems with technical issue details and discussion history.

Other Duties

• Process corporate mailings, internal and external, as needed.
• Manage inbound and outbound call volume.
• Perform data entry across internal systems and Office programs as assigned.
• Other duties as assigned.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties.

Position Qualifications

Education

• High School Graduate or GED required; additional certifications or training in customer service or customer experience are a plus.

Experience

• Minimum of one year in customer service, customer experience, proactive problem-solving, or a related role.
• Technical support or systems troubleshooting experience preferred.

Communication Skills

• Exceptional verbal and written communication skills, with the ability to build rapport and explain complex issues simply and clearly.
• Professional demeanor across all customer-facing channels.

Computer Skills

• Computer literate in a Microsoft Windows environment.
• Basic to intermediate Microsoft Excel skills (spreadsheet creation, formatting, formulas, calculations).
• Basic Outlook proficiency, including email management and calendar functions.
• General familiarity with standard office equipment (multi-line phone, scanner/copier).
• Working knowledge of CRM systems; experience with Salesforce a plus.

Other Requirements

• Primary language used to perform this job is English.
• Strong organizational skills and comfort managing multiple customer relationships simultaneously.
• Proficiency in a foreign language is a plus.