Customer Experience Representative

Customer Experience Representative

(Miami, FL - Hybrid)

About the role

We are seeking a Customer Experience Representative to join our For Sale by Owner (FSBO) team - a results-oriented professional who brings strategic thinking, ownership, and polished communication to every client interaction. This is not a traditional call center role; it is a career-track position for someone who thrives at the intersection of consultative service, relationship-building, and operational excellence. In this role, you will engage with a high volume of FSBO clients across inbound and outbound channels, serving as a knowledgeable and trusted resource at every stage of their experience. You will be expected to exercise sound judgment, communicate proactively, and consistently deliver interactions that drive satisfaction, loyalty, and renewal.

Key Responsibilities:

• Handle a high volume of inbound and outbound customer interactions via phone and email, resolving inquiries with professionalism, efficiency, and care.
• Conduct proactive outreach to FSBO clients to check in on their experience, address concerns early, and introduce relevant renewal and upsell opportunities in a consultative, non-pressured manner.
• Recognize and respond to client dissatisfaction signals, escalating appropriately and taking ownership of resolution to protect the client relationship.
• Deliver complex information clearly and accessibly, helping clients navigate platform features, troubleshoot issues, and maximize the value of their subscription.
• Maintain accurate, timely CRM documentation in Salesforce, ensuring all client interactions and outcomes are captured to support team visibility and follow-up.
• Identify recurring client pain points and share structured feedback with team leads and cross-functional partners to inform service and product improvements.
• Consistently meet or exceed individual KPIs including client satisfaction scores, first-contact resolution rate, renewal conversion, and response time targets.

Qualifications:

Required:

• 2+ years of experience in a customer-facing role such as customer success, inside sales support, high-touch service environment, or similar.
• Proven ability to handle complex or sensitive client interactions with professionalism, empathy, and a resolution-oriented mindset.
• Exceptional verbal and written communication skills, with the ability to adapt tone and approach to a wide range of client situations.
• Proficiency with CRM platforms; Salesforce experience strongly preferred.
• Strong organizational skills with the ability to manage high interaction volumes without sacrificing quality or attention to detail.
• Comfort interpreting basic performance data (satisfaction scores, renewal rates, resolution metrics) to self-manage and improve outcomes.

Preferred

• Experience in a marketplace-driven platform.
• Background in subscription-based or renewal-driven service models.

Core Competencies:

• Customer Centricity - You put customer outcomes at the center of every decision and interaction
• Consultative Communication - You listen actively, ask the right questions, and guide clients toward solutions in a way that builds trust
• Accountability & Ownership - You follow through on commitments, resolve issues completely, and proactively flag concerns before they escalate
• Adaptability - You navigate a fast-paced, varied workload with composure and sound judgment
• Collaborative Impact - You contribute to team performance, share knowledge generously, and make those around you better

What You'll Receive:

• Hybrid Work Flexibility: Embrace a balanced work model with remote work on Mondays and Fridays and in-office collaboration from Tuesday to Thursday.
• Generous Time Off: With a strong focus on work/life balance, we offer all employees paid time off starting on day one, multiple paid holidays throughout the year, your birthday off, and a winter break at the end of the year
• Volunteering Time: Participate in our volunteer program with 4 paid days annually to contribute to your community.
• Modern Office Perks: Our vibrant Miami office features cutting-edge amenities, such as an electric sit/stand desk, dual monitors, a gym, and a variety of snacks and beverages.
• Comprehensive Benefits Package: Enjoy top-tier Medical, Dental, Vision, and Life insurance, along with a 401(k) plan featuring a 4% match.
• Commuter Benefits: Park conveniently in our building's garage at no charge to you. For train commuters, we subsidize most, if not all, of your monthly pass expenses.
• Professional Development: Take advantage of online training, live courses, and additional funds for courses, seminars, and certifications to enhance your skills.
• Team-Centric Atmosphere: Be part of a close-knit team that prioritizes relationship-building and personal connections.

About Our Crew

Boats Group is the fastest-growing digital business in the recreational boating space. We are a talented team of techies, creatives, marketers, closers and customer advocates who spend each day pushing the boundaries of technology to make buying and selling boats easy. We spend each day surrounded by 500,000 boats from across the globe.
Our passion and unyielding dedication to getting people on the water influence our culture in ways you won't find at other companies. We're the best at what we do because we're working in an industry we love. When you walk through our doors, you'll find smart, dedicated people who consider one another family.
If you want to work in an inclusive, innovative environment where we encourage employees to collaborate, leverage their talents and actively shape the future of the company, then you will enjoy working here!

#LI-Hybrid