Analysis Skills, Best Practices, Billing, Call Center Operations, Coaching, Conflict Resolution, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Customer/Client Research, Data Entry, Depth Perception, Documentation Standards, Editing, Establish Priorities, Facebook, General Handyperson, Healthcare, Identify Issues, Interpersonal Skills, Lift/Move 25 Pounds, LinkedIn, Logistics, Maintain Compliance, Maintenance Services, Management Reporting, Manufacturing, Mathematics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Office Equipment, Onboarding, Operational Support, Performance Analysis, Physical Demands, Pivot Tables, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Quality Management, Quality Monitoring, Reconciliation, Resolve Customer Issues, Retail, Root Cause Analysis, Sales Management, Service Level Agreement (SLA), Strategic Accounts, Team Building, Time Management, Track Customer Issues, Typing, Vlookups
Customer Experience
Senior Customer Experience Representative
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Job Details
Career area Customer Experience Position Type Date Posted Location 3609 Ocean Ranch Blvd Ste 160, Oceanside, CA 92056-2696, United States Pay Rate $53000 per year - $74000 per year Job ID P1-6082590-1
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3609 Ocean Ranch Blvd Ste 160, Oceanside CA 92056-2696, United States
Senior Customer Experience Representative
About KBS
Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals-including retail, industrial and logistics, healthcare, education, manufacturing, and more-maintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we're looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.
If this sounds like you, then why wait, APPLY TODAY!!
Position Summary
The Senior Customer Experience Representative serves as the primary operational resource for complex customer interactions, escalations, and workflow coordination within the Customer Experience team. This role provides day-to-day guidance, quality oversight, and process support to Customer Experience Representatives while maintaining individual ownership of high-priority accounts and service recovery. The Senior Rep acts as a subject matter expert, ensures adherence to service standards and SLAs, supports training and onboarding, and drives continuous improvement through data, quality monitoring, and cross-functional collaboration.
This position includes limited supervisory functions such as workflow direction, coaching, and performance feedback but does not carry formal disciplinary authority.
Essential Duties and Responsibilities
Job responsibilities include but are not limited to:
- Serve as the primary point of contact for complex, high-visibility, and escalated customer inquiries and complaints
- Perform service recovery with a focus on retention and satisfaction
- Ensure timely, accurate, and professional responses across all communication channels (phone, email, portal)
- Monitor open cases and aging work orders to ensure resolution within SLA targets
- Coordinate with field teams, operations, billing, and strategic account managers to resolve customer issues
- Provide daily direction on queue management, task prioritization, and workload balancing
- Act as floor support for questions, approvals, and procedural guidance
- Assist with onboarding and training of new team members on systems, processes, and service standards
- Deliver real-time coaching and constructive feedback to improve quality and efficiency
- Reinforce policies, procedures, and customer experience best practices
- Conduct call, email, and case quality reviews and document coaching opportunities
- Track recurring issues, identify root causes, and recommend process improvements
- Monitor team adherence to SLAs, response times, and documentation standards
- Maintain accurate records of customer interactions, escalations, and resolutions
- Assist in preparing weekly and monthly performance and escalation reports
- Analyze customer feedback and operational data to identify service improvement opportunities
- Support work order reconciliation and system accuracy audits
Additional Duties and Responsibilities
Perform other related duties as required and assigned.
Knowledge, Skills and Competencies
Knowledge:
- Facilities Maintenance industry
- Customer experience call center operations
Skills:
- Interpersonal, listening, and conflict management (EQ)
- Stress management
- Written and oral communication
- Mathematical, analytical and problem-solving skills
- Detail focus
- Data entry accuracy and editing skills
- Management reporting
- Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)
- Typing: 40 WPM
Competencies:
- Dealing with ambiguity
- Action oriented
- Integrity and trust
- Customer focus
- Priority setting
- Time management
Educational Qualifications/Job Experience Requirements
Experience Required:
- 3-5 years of customer service experience, with at least 1 year in a lead or senior role
- Demonstrated experience handling escalations and complex customer issues
- Strong knowledge of CRM/work order systems and customer communication platforms
- Proven ability to coach peers and support team development
- Background in Reactive/Handyman and Exterior Facility services preferred
Education:
- High School Diploma, General Education Degree, or equivalent; bachelor's degree is a plus
Working Conditions/Physical Requirements
Schedule:
- Schedule varies and includes weekends or holidays as needed
The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Physical requirements:
- Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
- Ability to speak clearly (use of voice)
- Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus
Environment:
- Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment
- Lighting varies based on building requirements and may be adjusted within reason
- Time constraints and related pressures to complete work are high
Travel: <5%
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.
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