Post-Install CX Advocate | NPS & Referrals
Listed on 2026-05-31
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Customer Service/HelpDesk
Customer Success Mgr./ CSM, Customer Service Rep, HelpDesk/Support
Mad City Windows & Baths, a Renuity Company
Customer Experience Representative
Base Hourly Comp - $22/hr-$26/hr
This role is on-site in Madison.
Job SummaryThe Customer Experience Representative is responsible for surveying customers following installation to gather feedback and support a positive brand image online and offline. This role partners with internal teams to identify and elevate negative customer experiences, ensuring concerns are addressed promptly, customer satisfaction is maintained, and business referrals are solicited.
Essential Functions of Job- Interact regularly with customers via phone to collect feedback and ensure a positive post‑installation experience
- Escalate 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
- 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
- 3-5 years of experience in customer service
- Proficiency in Microsoft Office software
- Excellent conflict resolution skills
- Excellent verbal and written communication skills
- Strong organizational skills, with the ability to multitask and meet deadlines
- Ability to solve problems, use good judgment, accuracy, and make logical decisions
- Displays professionalism and represents the organization in a professional manner
- Sit for long periods of time at a desk
- Able to operate a phone, computer, copier, scanner, and fax machine
Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact H
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