Job Description

Position Summary / Objective

The Customer Experience Agent is responsible for ensuring every CleanCut customer receives a best-in-class experience from initial inquiry through post-installation. This role serves as the frontline of customer communication--responding to questions, scheduling installations, and ensuring customer satisfaction. The position requires strong communication, attention to detail, and a proactive approach to problem-solving.

Job Hours:

Monday - Friday: 5pm - 10pm Saturday - Sunday: 8am - 5pm

Key Responsibilities

Customer Communication & Scheduling

Manage inbound and outbound communications with customers via phone, text, email, and chat. Provide information about CleanCut products and installation processes. Schedule installations based on installer availability within the Company CRM and related systems. Confirm appointments, communicate updates, and follow up on reschedules or cancellations.

Customer Experience & Follow-Up

Conduct post-installation calls to ensure customer satisfaction and collect feedback. Document and report any issues or escalations to the Customer Experience Manager. Assist customers with warranty inquiries, payment processing, and product-related questions.

Administrative Support

Process post-job paperwork, payments, and audit forms. Update customer records accurately in the CRM system. Support marketing and review initiatives by encouraging customers to share their experiences online.

Collaboration & Continuous Improvement

Work closely with the Installation and Marketing teams to ensure seamless handoffs and accurate communication. Provide feedback to management on customer trends, recurring issues, and potential improvements. Support special projects and initiatives that enhance the overall customer journey.

Measurements & Key Performance Indicators (KPIs)

Speed to Contact:

Time taken to respond to new leads and inquiries.

Contact & Close Rate:

Percentage of successful customer contacts and scheduled installations.

Customer Satisfaction:

Post-installation survey scores and online reviews.

Accuracy:

Data entry, scheduling accuracy, and completion of audits.

Team Support:

Availability and reliability in providing call center coverage.

Qualifications

2+ years of experience in customer service, call center, or administrative role (home improvement or service industry preferred). Excellent communication skills--written, verbal, and interpersonal. Strong organizational and multitasking abilities. Proficient in CRM systems and Microsoft Office/Google Workspace. Positive, team-oriented attitude with a focus on delivering exceptional customer experiences.
Job Types: Full-time, Part-time

Pay: From $23.00 per hour

Expected hours: 16 - 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off
Ability to Commute:

West Chester, OH 45069 (Required)
Ability to Relocate:

West Chester, OH 45069: Relocate before starting work (Required)
Work Location: In person