Representative, Customer Experience

Description

This is an in-office, call center position.

Purpose

Deliver world-class customer service and sales support by professionally responding to customer requests, managing inbound and outbound calls, and ensuring customer satisfaction through accurate account management and effective communication. Drive operational excellence by supporting sales, technicians, and department heads to resolve issues impacting the customer experience.

Key Contributions

• Handle inbound and outbound customer service-related calls, qualifying each call and determining customer needs.
• Maintain and update customer accounts, document all interactions, and set up Call Back services.
• Collect payments, schedule inspections and quality control visits, and resolve billing issues.
• Support sales and marketing initiatives, assist inside sales during peak hours, and meet or exceed performance metrics.
• Foster strong communication with platform branches to continuously improve customer experiences

Success Metrics

• Complete assigned workflow tasks within 24–48 hours.
• Maintain = 98% accuracy on all submissions and documentation.
• Achieve = 90% positive satisfaction scores on post-interaction surveys.
• Meet conversion goals for lead to call and positive action.
• Resolve service issues or escalations within 24 hours with zero repeat issues.
• Attain Monthly Development Plan goals regularly.

Growth Impact

• Accelerates revenue capture by reducing the cost of open territories and call center gaps.
• Protects compliance through accurate background checks and adherence to hiring standards.
• Drives scalability by building repeatable, efficient customer service processes for high-volume frontline roles.
• Strengthens culture and retention by ensuring service quality and responsiveness that reinforce trust in CERTUS leadership and systems.

Capabilities & Strengths

• Exceptional communication and interpersonal skills to build trust and create positive customer experiences.
• Strong problem-solving and decision-making abilities to resolve customer issues efficiently.
• Collaborative mindset, able to partner with technicians, sales staff, and department heads to maintain alignment and resolve issues

Requirements

Required Qualifications

• High School diploma or equivalent.
• Previous customer service and/or inside sales experience preferred.
• Working knowledge of Microsoft Word, Excel, and Outlook.
• Ability to calculate basic math.
• Must pass a seven-year criminal background check and substance abuse testing.

Preferred Qualifications

• Experience in multi-state, high-growth, or field-based environments.
• Advanced communication and grammar skills.
• Experience with Pest Pac and Velocify systems