Customer Experience Representative responsible for surveying customers following installation to gather feedback and support a positive brand image online and offline.
Requirements
- Conduct outbound calls to customers following project installation to gather feedback on their experience with the company.
- Interact regularly with customers via phone to collect feedback and ensure a positive post-installation experience.
- Escalates customer concerns to the applicable market production manager for follow-up and resolution.
- Introduce customers to the company’s survey scoring system and encourage completion of customer satisfaction surveys, Google reviews, and referrals.
- Request customer referrals.
- Capture and route qualified customer referrals to the Sales department for opportunities.
- Track negative customer interactions to identify trending issues and identify gaps in both sales and operations.
- Monitor and maintain reporting related to Net Promoter Score (NPS) and online review performance, including Google reviews.
- Partner with leadership to report observations, trends, and insights that support continuous improvement in customer experience.
Benefits
To apply for this job please visit jobs.ashbyhq.com.
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