Customer Experience Representative

**Customer Experience Representative** **(Miami, FL - Hybrid)** **About the role** We are seeking a Customer Experience Representative to join our For Sale by Owner (FSBO) team — a results-oriented professional who brings strategic thinking, ownership, and polished communication to every client interaction. This is not a traditional call center role; it is a career-track position for someone who thrives at the intersection of consultative service, relationship-building, and operational excellence. In this role, you will engage with a high volume of FSBO clients across inbound and outbound channels, serving as a knowledgeable and trusted resource at every stage of their experience. You will be expected to exercise sound judgment, communicate proactively, and consistently deliver interactions that drive satisfaction, loyalty, and renewal. **Key Responsibilities:** - Handle a high volume of inbound and outbound customer interactions via phone and email, resolving inquiries with professionalism, efficiency, and care. - Conduct proactive outreach to FSBO clients to check in on their experience, address concerns early, and introduce relevant renewal and upsell opportunities in a consultative, non-pressured manner. - Recognize and respond to client dissatisfaction signals, escalating appropriately and taking ownership of resolution to protect the client relationship. - Deliver complex information clearly and accessibly, helping clients navigate platform features, troubleshoot issues, and maximize the value of their subscription. - Maintain accurate, timely CRM documentation in Salesforce, ensuring all client interactions and outcomes are captured to support team visibility and follow-up. - Identify recurring client pain points and share structured feedback with team leads and cross-functional partners to inform service and product improvements. - Consistently meet or exceed individual KPIs including client satisfaction scores, first-contact resolution rate, renewal conversion, and response time targets. **Qualifications:** *Required:* - 2+ years of experience in a customer-facing role such as customer success, inside sales support, high-touch service environment, or similar. - Proven ability to handle complex or sensitive client interactions with professionalism, empathy, and a resolution-oriented mindset. - Exceptional verbal and written communication skills, with the ability to adapt tone and approach to a wide range of client situations. - Proficiency with CRM platforms; Salesforce experience strongly preferred. - Strong organizational skills with the ability to manage high interaction volumes without sacrificing quality or attention to detail. - Comfort interpreting basic performance data (satisfaction scores, renewal rates, resolution metrics) to self-manage and improve outcomes. *Preferred* - Experience in a marketplace-driven platform. - Background in subscription-based or renewal-driven service models. **Core Competencies:** - Customer Centricity - You put customer outcomes at the center of every decision and interaction - Consultative Communication - You listen actively, ask the right questions, and guide clients toward solutions in a way that builds trust - Accountability & Ownership - You follow through on commitments, resolve issues completely, and proactively flag concerns before they escalate - Adaptability - You navigate a fast-paced, varied workload with composure and sound judgment - Collaborative Impact - You contribute to team performance, share knowledge generously, and make those around you better **What You'll Receive:** - Hybrid Work Flexibility: Embrace a balanced work model with remote work on Mondays and Fridays and in-office collaboration from Tuesday to Thursday. - Generous Time Off: With a strong focus on work/life balance, we offer all employees paid time off starting on day one, multiple paid holidays throughout the year, your birthday off, and a winter break at the end of the year - Volunteering Time:…