Customer Experience Rep

NVB Playgrounds; Indianapolis (IN); On-site; USD 38,000 - 48,000; Full time

Job summary

NVB Playgrounds is seeking a Customer Experience Representative to manage inbound leads, assist sales with quotes, and ensure a seamless customer journey from first contact to project completion. You will field calls, respond to chats, and maintain accurate records in HubSpot while sharing product knowledge and building long-term customer relationships.

The role emphasizes proactive communication, timely follow-up, and precise order management, requiring strong organization and problem-solving

Qualifications

• High school diploma or equivalent required; business/sales education a plus.
• Experience in customer service, sales support, or account management preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Field inbound calls and respond to web chats promptly to qualify leads.
• Support sales team with quotes, proposals, and follow-up activities.
• Document interactions in HubSpot CRM accurately for tracking.
• Provide troubleshooting for orders and project-related issues.
• Educate customers on products and lead times to manage expectations.

Skills

Lead qualification

Customer service

Communication

Sales support

Problem solving

Organization

Education

High School Diploma

Tools

HubSpot

CRM systems

Job description

General Job Description: The Customer Experience Representative ensures exceptional customer experience from initial contact through project completion. This role focuses on qualifying and developing inbound leads from multiple sources, gathering critical information to support the sales process, and maintaining strong customer relationships. The ideal candidate is a highly motivated self-starter with exceptional attention to detail, superior customer service skills, and strong relationship- building abilities.Key Duties/Responsibilities:Lead Management & Customer Contact:Field all incoming phone calls by the first ring and respond to web chats within 15 secondsRespond promptly to web leads and quote requests, initiating discovery questions to gather necessary informationConduct initial qualification of prospects to identify high-potential opportunities for the sales teamLog all client interactions (phone calls, emails, meetings) accurately in HubSpot CRM systemSales Support & Quote Development:Provide comprehensive support to Sales Experts/Specialists when Sales Coordinators are unavailableAssist sales team with quote preparation, proposal development, and systematic follow-up activitiesBegin quotes with maximum accuracy based on discovery questions to streamline handoff to sales agentsObtain necessary sales documentation including signed purchase orders and tax exempt certificatesHelp drive sales through proactive client engagement, suggestive selling, and product knowledge sharingCustomer Service & Order Management:Provide troubleshooting assistance for customer orders, account statuses, and project-related issuesCommunicate lead times, shipping information, and project timelines to customersCollect and verify payment information, confirming all pertinent details (products, quantities, colors, mounting styles, billing/shipping information, renderings)Send customers installation instructions, packing lists, and other project-specific documentationManage customer expectations regarding lead times, pricing estimates, and project deliverablesProduct Knowledge & Industry Expertise:Maintain current and comprehensive knowledge of playground equipment, safety guidelines, and industry regulationsContact manufacturers for product specifications, lead times, and estimated shipping datesOccasionally assist clients in selecting equipment that best suits their specific needs and requirementsRegularly educate oneself on evolving playground equipment guidelines and safety regulationsTeam Collaboration & Communication:Conduct daily check-ins with AAA Sales Manager to discuss open projects, priorities, and task completionEstablish and maintain productive interdepartmental relationships to ensure smooth client transitions from lead stage through project completionCollaborate effectively with design, operations, and fulfillment teams to deliver seamless customer experienceActively contribute to AAA Team sales goal achievement through lead development and customer retentionRelationship Development:Develop and maintain strong relationships with new and existing clients through consistent, professional communicationProvide outstanding customer service that reflects company values and builds long-term customer loyaltyRespond to customer inquiries promptly and professionally across all communication channelsAdditional Information:The tasks and responsibilities outlined in this job description are subject to change as business needs evolveThis is an office-based position, requiring the individual to work from company premisesSuccess in this role requires strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneouslyQualifications:High school diploma or equivalent required; additional education in business, sales, or a related field is a plus.Previous customer service, sales, sales support, or account management experience preferred.Excellent verbal and written communication skills.Strong customer service, relationship-building, and problem-solving abilities.Highly organized and detail-oriented with excellent follow-up skills.Ability to manage multiple priorities and meet deadlines in a fast-paced environment.Comfortable asking questions, qualifying leads, identifying customer needs, and supporting sales activities.Strong computer skills and ability to learn CRM and other business systems; HubSpot experience is a plus.Ability to learn detailed product information and apply it to customer needs.Self-motivated, dependable, professional, and able to work effectively both independently and as part of a team.Must be willing to work on-site.