Customer Experience Agent

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 (10:00am - 3:00pm, 25 hours per week); additional hours and expanded responsibilities may be offered based on performance.

Key Responsibilities

Inbound & Outbound Sales Communication

• Manage a high volume of inbound and outbound calls, texts, emails, and chats with prospective and existing customers.
• Respond to customer inquiries quickly and professionally while guiding conversations toward scheduling a CleanCut installation.
• Clearly explain CleanCut products, installation options, pricing, and scheduling availability to help customers confidently move forward with service.
• Proactively follow up with leads, inquiries, and previous contacts to convert opportunities into scheduled installations.

Installation Scheduling & Sales Conversion

• Schedule installations within the Company CRM based on installer availability and territory capacity.
• Confirm job details including product selection, product color, price, and install date/time to ensure accurate scheduling.
• Overcome common customer objections and provide solutions that help customers move forward with installation.
• Maintain strong contact-to-schedule conversion rates by consistently closing calls with confirmed installation appointments.

Customer Experience & Retention

• Ensure customers receive clear communication regarding appointment times, installer arrival windows, and installation expectations.
• Conduct post-installation follow-up calls to confirm satisfaction and address any customer concerns.
• Encourage satisfied customers to leave online reviews and share their experience.

Administrative & CRM Management

• Accurately document all customer communications, job details, and scheduling updates in the CRM system.
• Process post-install paperwork, payments, and audit forms as needed.
• Maintain organized and accurate customer records to support scheduling, reporting, and follow-up activities.

Team Collaboration & Continuous Improvement

• Work closely with Installation, Marketing, and Operations teams to ensure smooth customer handoffs and scheduling coordination.
• Provide feedback on common customer questions, objections, and trends to help improve sales scripts, marketing, and customer experience.
• Support initiatives that improve lead conversion, scheduling efficiency, and overall customer satisfaction.

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 Type: Part-time

Pay: From $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• 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