Customer Experience Lead - Remote

Join a fast-paced, growing, and exciting company full of great opportunities!

About Us

Our culture is unique and driven by our core values – trust, reliability, innovation, and service – and fundamental belief that all work is honorable, and we acknowledge the dignity of those who do it. Come join our fast-growing team and experience the KBS difference!
KBS, North America’s largest privately-owned facility services provider and trusted partner to leading operations and facility managers across 100k client locations, is looking for Customer Experience Lead to join our growing team!

For more than fifty years, KBS has been providing essential facility services in North America to help clients maintain clean and healthy operations. With a culture driven by our core values – trust, reliability, service and doing things the right way, and rooted in a fundamental belief that all work is “honorable and we acknowledge the dignity of those who do it.” These values are embraced by our highly diverse and inclusive workforce.

If this sounds like you, then why wait, APPLY TODAY!!

Location
Nashville, TN.
Shifts
Mon - Fri 8am - 4:30pm
Pay Rate
$18 - $20
Position Summary
Customer Experience Lead position is responsible for the day-to-day operations. This role requires exceptional organizational, leadership, and interpersonal skills. This position’s primary objective is to ensure the established service level agreements (SLA), data integrity and communication are adhered to. Customer Experience Lead will focus on direct communication with customers and vendors, project scheduling, and coordination across departments to foster optimized interaction with our customers. Customer Experience Lead ensures departmental goals are met or exceeded.


Responsibilities include but are not limited to:

• Inbound- Outbound experience Required
• Assist customer service call center team members daily in responding to customer and vendor inquiries
• Provide responses via email or phone call
• Obtain and evaluate all relevant information to effectively address customer inquiries, comments, or complaints
• Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues
• Coordinate with internal departments to resolve customer inquiries, issues and project scheduling
• Ensure compliance and any other relevant issues central to improving the customer experience
• Track issues and provide follow up to ensure complaints are resolved to the customer’s satisfaction; monitor the completion of customer projects
• Escalate any projects on the executive weekly reports that need crew assignments to corresponding field managers and Strategic Account Managers
• Organize workflow to meet or exceed departmental goals
• Identify, record and track unresolved complaints; direct outstanding issues to the appropriate resources for resolution
• Review data integrity reports and address issues
• Accountable for client work order system reconciliation
• Maintain detailed records of written or verbal customer communication, noting the communication date, reason, action(s) taken, and next step(s) as appropriate
• Prepare and distribute daily and/or weekly customer activity reports to executives, customers, and internal team
• Accountable for Service Record, Service Orders and Case Records, and make updates, as needed.
• Responsible for chemical and consumable ordering
• Provide information for Quarterly Business Reviews, as requested
• Assist in rollout progress, including vendor management, start dates, and internal team coordination and training
• Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements

• Life Insurance
• Supplemental Health Insurance (E.G., Accident)
• 401k plan with a match
• Pet Insurance
• Perkspot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.