Customer Experience Representative; CER

Customer Engagement & Relationship Management

• Conduct scheduled customer visits, meetings, and check-ins (in-person and virtual)
• Build strong, professional relationships with key customer stakeholders
• Act as a trusted advisor and main point of contact for customer experience matters
• Ensure customers feel heard, valued, and always supported

• Lead structured customer feedback meetings to gather both positive and negative input
• Document and track customer feedback, concerns, and satisfaction levels
• Identify trends and recurring issues impacting customer experience
• Facilitate performance review discussions aligned with service commitments

• Proactively address customer concerns and service-related issues
• Coordinate internally with operations, dispatch, and field teams to resolve problems quickly
• Ensure timely follow-up and closure of all customer concerns
• Escalate critical issues to leadership as needed

• Communicate customer feedback to service teams and leadership
• Partner with Operations Managers and Field Supervisors to improve service execution
• Track action items and ensure accountability across teams
• Support continuous improvement initiatives based on customer input

• Identify opportunities to strengthen customer relationships and increase satisfaction
• Support contract retention and long-term customer engagement strategies
• Recognize opportunities for additional services or value-add solutions