Customer Experience Specialist

CentiMark Corporation’s Eastern Group is seeking a motivated, customer-focused Customer Experience Specialist to support our continued focus on customer relationships, service follow-up, sales opportunities, and program reporting in Chelmsford, MA.

This position pays $65k - $75k annually, bonus opportunity for developed leads, and annual bonus opportunity.

This role is ideal for someone who enjoys connecting with customers, is confident communicating primarily by phone, and can balance customer needs with proactive follow-up, sales support, and accurate reporting. The Customer Experience Specialist will work closely with our Service and Sales teams to strengthen relationships, address concerns, identify opportunities, and deliver consistent customer experience.

Key Responsibilities

• Conduct proactive customer experience follow-up calls, with phone as the primary method of communication.
• Build strong relationships with customers and internal Service, Sales, and Branch teams.
• Provide timely, clear, and concise follow-up while effectively managing multiple customers and priorities.
• Confidently handle customer concerns, overcome objections, reset expectations, and escalate needs to the Service Manager, Branch Manager, or Director of Service when appropriate.
• Review Service Repair Summaries with customers and proactively discuss and help facilitate the sale of recommended work.
• Ask thoughtful questions and dig deeper during customer conversations to identify additional needs and generate qualified leads for the Sales and Service teams.
• Confidently discuss additional service capabilities, including preventative maintenance programs, ice/snow removal, and other applicable service solutions.
• Work closely with Sales to communicate customer needs, facilitate opportunities, and manage expectations throughout the follow-up process.
• Own and maintain all reporting associated with the Customer Experience Program, including call activity, outcomes, follow-up, sales opportunities, recommended work, and other applicable program metrics.
• Accurately document customer interactions and follow-up using the call log, Service Manager Scheduler, Salesforce, and SAP as applicable.
• Utilize SAP to update customer information and access invoicing and account information needed to support customer conversations.

What We’re Looking For

• 5+ years’ recent experience in customer service or inside sales is required.
• CRM software experience is required.
• Experience working in SAP is preferred.
• Strong verbal and written communication and relationship-building skills.
• Excellent organization, multitasking, and follow-through.
• Self-driven, motivated, and comfortable taking ownership of responsibilities.
• Confident and professional phone presence with a genuine interest in interacting with customers.
• Comfortable overcoming objections and navigating challenging customer conversations.
• Sales-minded, with the ability to recognize opportunities and confidently discuss recommended work and additional services.
• Strong attention to detail and the ability to maintain, analyze, and adapt program reporting.
• Proficiency in Google Workspace and comfort learning and utilizing CentiMark systems and technology.
• Adaptable and comfortable working within a growing and evolving program.

Premier Benefits

• 2 Health Insurance Plans:
  • No Cost “Core Plan” – No Cost Medical & Dental
  • “Buy Up Plan” – Features a lower deductible for Medical
• Vision Plan
• Employer Paid Life & AD&D Insurance
• Traditional 401K with Company Match
• Roth 401K with Company Match
• Employer Provided Employee Stock Ownership Program (ESOP)
• Flexible Spending Account (FSA)
• Paid Holidays and Vacation