Customer Experience Lead

KBS - Kellermeyer Bergensons Services, LLC; Remote; USD 60,000 - 80,000; Full time

Job summary

A facility service provider is looking for a Customer Experience Lead to enhance customer service operations. This full-time, remote position demands strong customer service experience, preferably with B2B clients, and proficient Excel skills. Responsibilities include assisting call team members, addressing inquiries, and maintaining communication records. Benefits include medical, dental, 401k with match, and paid time off. Ideal candidates should live in the Central or Eastern Time Zone.

Benefits

Paid Time Off

Paid Holidays

Sick Time

Life Insurance

Supplemental Health Insurance

401k plan with a match

Pet Insurance

Perkspot Discount Program

Qualifications

• 3+ years’ experience in customer service or administrative role.
• Previously worked with B2B customers.
• Proficient in Excel with knowledge of formulas, filtering, sorting, VLOOKUP, and Pivot Tables.

Responsibilities

• Assist customer service call team members daily in responding to inquiries.
• Obtain and evaluate information to address customer complaints.
• Assess and respond accurately to inquiries meeting departmental goals.
• Maintain detailed records of communication.
• Provide information for business reviews and executives.
• Identify and track unresolved complaints.

Job description

Kellermeyer Bergensons Services (KBS) has an immediate full-time opportunity to join our customer service team as a Customer Experience Lead. If you enjoy working in a fast-paced environment that is ever-changing, like problem solving, and customer service, then this is the job for you!

For more than fifty years, KBS has been providing essential facility services in North America to help clients maintain clean and healthy operations. With a culture driven by our core values – trust, reliability, service and doing things the right way, and rooted in a fundamental belief that all work is “honorable and we acknowledge the dignity of those who do it.” These values are embraced by our highly diverse and inclusive workforce.

What are you waiting for, APPLY TODAY and join the KBS Crew!

Job Overview

Salary Range: $18-20/hour

This position is a full-time, remote opportunity.

Candidate must be live in the Central or Eastern Time Zone.

You will be responsible for day-to-day operations, data integrity, and communication.

As a Customer Experience Lead the following duties and responsibilities will be a part of this opportunity, but are not limited to them:

• Assist customer service call team members daily in responding to customer and vendor inquiries
• Obtain and evaluate all relevant information to effectively address customer inquiries, comments, or complaints.
• Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues.
• Maintain detailed records of written and verbal communication.
• Provide detailed and accurate information for quarterly business reviews, executives, and customers.
• Identify, record, and track unresolved complaints, direct outstanding issues to the appropriate resources for resolutions.

Requirements for our Customer Experience Lead

• 3+ years’ experience in customer service/ administrative role
• Previously have worked with B2B customers
• Proficient knowledge of Excel – formulas, filtering, sorting, VLOOKUP, Pivot Tables

What’s In It for You?

As a full-time KBS employee (30+ hours per week) you may qualify for benefits including medical, dental, vision, prescription drugs, and more!

• Paid Time Off
• Paid Holidays
• Sick Time
• Life Insurance
• Supplemental Health Insurance (E.G., Accident)
• 401k plan with a match or Non-qualified Deferred Compensation Plan
• Pet Insurance
• Perkspot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.