Customer Experience Representative

About The Role

We are seeking a Customer Experience Representative to join our For Sale by Owner (FSBO) team. This is a career-track position for someone who thrives at the intersection of consultative service, relationship-building, and operational excellence.

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

• 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

• 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.
• Commute 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.