Customer Experience Rep

Location: Indianapolis

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 seconds

Respond promptly to web leads and quote requests, initiating discovery questions to gather necessary information

Conduct initial qualification of prospects to identify high-potential opportunities for the sales team

Log all client interactions (phone calls, emails, meetings) accurately in Hub Spot CRM system

Sales Support & Quote Development:

Provide comprehensive support to Sales Experts/Specialists when Sales Coordinators are unavailable

Assist sales team with quote preparation, proposal development, and systematic follow-up activities

Begin quotes with maximum accuracy based on discovery questions to streamline handoff to sales agents

Obtain necessary sales documentation including signed purchase orders and tax exempt certificates

Help drive sales through proactive client engagement, suggestive selling, and product knowledge sharing

Customer Service & Order Management:

Provide troubleshooting assistance for customer orders, account statuses, and project-related issues

Communicate lead times, shipping information, and project timelines to customers

Collect 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 documentation

Manage customer expectations regarding lead times, pricing estimates, and project deliverables

Product Knowledge & Industry Expertise:

Maintain current and comprehensive knowledge of playground equipment, safety guidelines, and industry regulations

Contact manufacturers for product specifications, lead times, and estimated shipping dates

Occasionally assist clients in selecting equipment that best suits their specific needs and requirements

Regularly educate oneself on evolving playground equipment guidelines and safety regulations

Team Collaboration & Communication:

Conduct daily check-ins with AAA Sales Manager to discuss open projects, priorities, and task completion

Establish and maintain productive interdepartmental relationships to ensure smooth client transitions from lead stage through project completion

Collaborate effectively with design, operations, and fulfillment teams to deliver seamless customer experience

Actively contribute to AAA Team sales goal achievement through lead development and customer retention

Relationship Development:

Develop and maintain strong relationships with new and existing clients through consistent, professional communication

Provide outstanding customer service that reflects company values and builds long-term customer loyalty

Respond to customer inquiries promptly and professionally across all communication channels

Additional Information:

The tasks and responsibilities outlined in this job description are subject to change as business needs evolve

This is an office-based position, requiring the individual to work from company premises

Success in this role requires strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously

Qualifications:

High school diploma or…