Customer Experience Representative

Position: Customer Experience Representative

Location: Miami, FL

Job : 1348

# of Openings: 1

Customer Experience Representative (Miami, FL - Hybrid)

We are seeking a Customer Experience Representative to join our For Sale by Owner (FSBO) team — a results-oriented professional who brings strategic thinking, ownership, and polished communication to every client interaction. This is not a traditional call center role; it is a career-track position for someone who thrives at the intersection of consultative service, relationship-building, and operational excellence. In this role, you will engage with a high volume of FSBO clients across inbound and outbound channels, serving as a knowledgeable and trusted resource at every stage of their experience.

You will be expected to exercise sound judgment, communicate proactively, and consistently deliver interactions that drive satisfaction, loyalty, and renewal.

• Handle a high volume of inbound and outbound customer interactions via phone and email, resolving inquiries with professionalism, efficiency, and care.
• Conduct proactive outreach to FSBO clients to check in on their experience, address concerns early, and introduce relevant renewal and upsell opportunities in a consultative, non-pressured manner.
• Recognize and respond to client dissatisfaction signals, escalating appropriately and taking ownership of resolution to protect the client relationship.
• Deliver complex information clearly and accessibly, helping clients navigate platform features, troubleshoot issues, and maximize the value of their subscription.
• Maintain accurate, timely CRM documentation in Salesforce, ensuring all client interactions and outcomes are captured to support team visibility and follow-up.
• Identify recurring client pain points and share structured feedback with team leads and cross-functional partners to inform service and product improvements.
• Consistently meet or exceed individual KPIs including client satisfaction scores, first-contact resolution rate, renewal conversion, and response time targets.

• 2+ years of experience in a customer-facing role such as customer success, inside sales support, high-touch service environment, or similar.
• Proven ability to handle complex or sensitive client interactions with professionalism, empathy, and a resolution-oriented mindset.
• Exceptional verbal and written communication skills, with the ability to adapt tone and approach to a wide range of client situations.
• Proficiency with CRM platforms;
  Salesforce experience strongly preferred.
• Strong organizational skills with the ability to manage high interaction volumes without sacrificing quality or attention to detail.
• Comfort interpreting basic performance data (satisfaction scores, renewal rates, resolution metrics) to self-manage and improve outcomes.

• Experience in a marketplace-driven platform.
• Background in subscription-based or renewal-driven service models.

• Customer Centricity – You put customer outcomes at the center of every decision and interaction
• Consultative Communication – You listen actively, ask the right questions, and guide clients toward solutions in a way that builds trust
• Accountability & Ownership – You follow through on commitments, resolve issues completely, and proactively flag concerns before they escape your control
• Adaptability – You navigate a fast‑paced, varied workload with composure and sound judgment
• Collaborative Impact – You contribute to team performance, share knowledge generously, and make those around you better

• Hybrid Work Flexibility:
  Embrace a balanced work model with remote work on Mondays and Fridays and in-office collaboration from Tuesday to Thursday.
• Generous Time Off:
  Paid time off starting on day one, multiple paid holidays throughout the year, birthday off, and a winter break at the end of the year.
• Volunteering Time: 4 paid days annually to contribute to your community.
• Modern Office Perks:
  Miami office features a sit/stand desk, dual monitors, a gym, and a variety of snacks and beverages.
• Comprehensive Benefits Package:
  Medical, Dental, Vision, and Life insurance, plus a 401(k) plan with 4% match.
• Commuter Benefits:
  Park conveniently in our building’s garage at no charge; train commuters receive most or all of the monthly pass subsidy.
• Professional Development:
  Online training, live courses, and additional funds for courses, seminars, and certifications.
• Team-Centric Atmosphere:
  Close-knit team that prioritizes relationship-building and personal connections.