Customer Experience Rep (CER)

PCF Group; Kent (WA); Hybrid; USD 28,929,600 - 39,950,400; Full time

Benefits offered by this job

Health benefits including medical, etc

Dental

Vision

401(k) with matching

HSA

PTO

Employee discount

Flexible hybrid schedule

Job summary

PCF Group is hiring a Customer Experience Representative (CER) in Kent, WA. This full-time, in-office role includes 1–2 remote days per week, with a pay rate starting at $25.00 per hour.

You will manage inbound and outbound communications, schedule appointments, and support the sales pipeline across multiple channels, while maintaining accurate CRM records. A strong emphasis on accuracy, teamwork, and customer-centric service is required.

Qualifications

• High school diploma or GED required.
• Strong verbal and written communication skills with a customer-focused approach.
• Reliable attendance and punctuality in a fast-paced office environment.
• Experience with CRM systems and data entry is preferred.
• Customer service or call center experience is a plus.

Responsibilities

• Answer inbound calls and respond to customer inquiries across phone, text, and email with warmth and speed.
• Schedule and confirm appointments, coordinating with the internal Sales team to keep the calendar full and accurate.
• Represent the brand with enthusiasm and sell the experience of working with PCF.
• Make outbound calls to follow up on leads and re-engage customers, including light cold outreach.
• Manage multiple conversations across platforms while keeping details organized in our CRM.
• Complete data entry, lead record maintenance, and calendar management with high accuracy.
• Support pipeline health by following up on open leads and keeping records clean.
• Collaborate with the CER team to hit production goals and maintain quality.
• Operate with a team-first mindset to win together.

Skills

Verbal communication

Written communication

CRM usage

Data entry

Call center experience

Education

High school diploma or GED

Tools

CRM software

Phone system

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Rep (CER)

Full Time Clerical WA-South, Kent, WA, US

30+ days ago Requisition ID: 1014

Customer Experience Representative (CER)

Full-Time | In-Office

Pay: From $25.00 per hour

Location: Kent, WA

Remote: 1 to 2 days per week

This Is Not Your Average Customer Service Job.

We are looking for someone with energy, personality, and a genuine drive to make things happen. As a Customer Experience Representative at PCF, you are the heartbeat of our sales pipeline. You are the first voice a customer hears, the person who gets them excited about working with us, and the teammate who keeps our field operations running clean and on schedule.

This role is fast-paced, team-oriented, and heavily system-based. You will be managing multiple conversations across multiple platforms, keeping details sharp, and moving leads through our pipeline with purpose. If you love staying busy, take pride in accuracy, and enjoy being part of a team that actually has fun while getting things done — you will fit right in here.

What You Will Be Doing

• Answer inbound calls and respond to customer inquiries across phone, text, and email with warmth, confidence, and speed
• Schedule and confirm appointments, coordinating between customers and our internal Sales team to keep the calendar full and accurate
• Represent our brand with enthusiasm — you are not just booking appointments; you are selling the experience of working with PCF
• Make outbound calls to follow up on leads, re-engage unresponsive customers, and recover canceled appointments — yes, this includes cold outreach at times, and we need someone who is not afraid to pick up the phone and go after it
• Manage multiple conversations simultaneously while keeping every detail organized and documented correctly in our CRM
• Complete administrative tasks including data entry, lead record maintenance, activity logging, and calendar management — accuracy here is non-negotiable
• Support pipeline health by following up on open leads, flagging issues, and keeping records clean
• Collaborate closely with the CER team and CER Lead to hit team production goals and maintain quality standards
• Operate with a "whatever it takes" mindset because we genuinely win together here

What We Are Looking For

You will thrive here if you are:

• Upbeat, positive, and genuinely enjoy talking to people
• Confident and persuasive on the phone — not pushy, but not passive either
• Comfortable with outbound calling and light cold outreach without hesitation
• Quick and precise with data entry — a typo in a customer's address or email creates real problems for our field team and we take accuracy seriously
• Organized and able to juggle multiple tasks and platforms at once
• A fast learner who can pick up new systems and adapt to process changes
• A true team player who communicates proactively and lifts the people around them
• Comfortable being held to clear, measurable performance standards — we track our results and we celebrate them too

Why You Will Love Working Here

• We are going to be straight with you: this team works hard. The days move fast and the expectations are real. But we have built something here that people actually want to be a part of.
• A team culture that is genuinely fun, supportive, and high-energy — we like each other and it shows
• Flexible hybrid schedule with 1 to 2 remote days per week
• Clear expectations and structured processes — you will always know what good looks like here
• Work that is meaningful because you are directly contributing to homeowners improving their homes and to a team that depends on you
• Full benefits including health, dental, vision, 401(k) with matching, HSA, PTO, and employee discount

Requirements

• Strong verbal and written communication skills
• Comfortable and confident on the phone — inbound and outbound
• Reliable attendance and punctuality — the team counts on you being present
• Professional, friendly, and calm under pressure
• High attention to detail
• Comfortable working on a computer for the majority of your shift
• Customer service, scheduling, or call center experience preferred

Education and Background

• High school diploma or GED required
• Highly desired: 1+ year of customer service experience involving high-volume phone communication and CRM usage
• Helpful background includes: High-volume inbound and outbound communication, data entry, account maintenance, CRM systems, scheduling, contact center, database management, customer retention, lead development, and computer proficiency.
• Skills we value: Active listening, attention to detail, outgoing personality, adaptability, multitasking, prioritization, organization, comfort with new systems, and a competitive drive to hit your numbers.

Schedule

• Full-time, 8-hour shifts
• Sunday through Thursday