Senior Customer Experience Representative
About the role
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
- 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
- Maintain accurate records of customer interactions, escalations, and resolutions
- 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
- Aid in 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
- 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
- Facilities Maintenance industry
- Customer experience call center operations
- 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
Knowledge, Skills and Competencies (continued)
- 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
Schedule
Working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
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)
- 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%