Client Experience Representative

Job Description

Benefits:

Paid time off

Training & development

Location Details

This position is limited to persons with indefinite right to work in the United States. This is an onsite position in Central Virginia and is not remote work eligible.

Job Description

About the Role:

The Role: Client Experience Representative

The Impact:

At Cannon Ridge Group, the Client Experience Representative will support two small, rapidly growing businesses in the home care and home remodeling industries. This role is a critical member of our team, linking clients to the brands. You will engage directly with clients setting the highest bar of professionalism and client support.

Responsibilities:

Serve as the primary point of contact for clients, responding to inquiries via phone, email, and chat in a timely and professional manner

Listen attentively to client concerns and provide accurate information and appropriate guidance

Assist clients with product inquiries, order processing, billing questions, and issue resolution

Collaborate with other departments such as sales, marketing, and operations to ensure seamless client experiences

Maintain a comprehensive understanding of company products, services, and policies to effectively address client needs

Document client interactions and resolutions accurately in CRM system

Identify opportunities for process improvement and share client feedback with relevant teams

Uphold company values and policies while delivering exceptional service to clients

Meet or exceed performance goals for client satisfaction, call/email response time, and resolution rate

Deliver a broad variety of administrative tasks, including but not limited to managing an extremely active calendar of appointments, meeting agendas and compiling documents for day to day and travel related meetings

Collaborates across appropriate teams to ensure leaders are well informed of upcoming commitments and follow up appropriately

Manage a contact list, prepare stakeholder spreadsheets, and keep online records in systems like G-Suite, and Microsoft Office

Basic Required Qualifications:

High School Graduate or equivalent

1-2 years or more office assistant experience, or the equivalent combination or education and on the job experience

Experienced and proficient with Microsoft Office applications (Word, Excel, etc.), Quickbooks, Google Apps, and various web technologies

Ability to successfully pass a background check and other pre-employment screeningPreferred Qualifications

Associates degree or educational equivalent preferred

Excellent verbal and written communications

Highly organized and detail oriented

Outgoing, straightforward, and creative

Able to work independently and take initiative

Adaptable, flexible problem-solverPhysical Requirements include but are not limited to:

Able to lift and carry up to 50 lbs.

Able to sit at a desk while working on a computer, for extended periods of time.