Customer Experience Rep

General Job Description:  The Customer Experience Representative ensures exceptional customer experience from initial contact through project completion. This role focuses on qualifying and developing inbound leads from multiple sources, gathering critical information to support the sales process, and maintaining strong customer relationships. The ideal candidate is a highly motivated self-starter with exceptional attention to detail, superior customer service skills, and strong relationship- building abilities.

Key Duties/Responsibilities:

• Lead Management & Customer Contact:
  • Field all incoming phone calls by the first ring and respond to web chats within 15 seconds
  • Respond promptly to web leads and quote requests, initiating discovery questions to gather necessary information
  • Conduct initial qualification of prospects to identify high-potential opportunities for the sales team
  • Log all client interactions (phone calls, emails, meetings) accurately in HubSpot CRM system
• Sales Support & Quote Development:
  • Provide comprehensive support to Sales Experts/Specialists when Sales Coordinators are unavailable
  • Assist sales team with quote preparation, proposal development, and systematic follow-up activities
  • Begin quotes with maximum accuracy based on discovery questions to streamline handoff to sales agents
  • Obtain necessary sales documentation including signed purchase orders and tax exempt certificates
  • Help drive sales through proactive client engagement, suggestive selling, and product knowledge sharing
• Customer Service & Order Management:
  • Provide troubleshooting assistance for customer orders, account statuses, and project-related issues
  • Communicate lead times, shipping information, and project timelines to customers
  • Collect and verify payment information, confirming all pertinent details (products, quantities, colors, mounting styles, billing/shipping information, renderings)
  • Send customers installation instructions, packing lists, and other project-specific documentation
  • Manage customer expectations regarding lead times, pricing estimates, and project deliverables
• Product Knowledge & Industry Expertise:
  • Maintain current and comprehensive knowledge of playground equipment, safety guidelines, and industry regulations
  • Contact manufacturers for product specifications, lead times, and estimated shipping dates
  • Occasionally assist clients in selecting equipment that best suits their specific needs and requirements
  • Regularly educate oneself on evolving playground equipment guidelines and safety regulations
• Team Collaboration & Communication:
  • Conduct daily check-ins with AAA Sales Manager to discuss open projects, priorities, and task completion
  • Establish and maintain productive interdepartmental relationships to ensure smooth client transitions from lead stage through project completion
  • Collaborate effectively with design, operations, and fulfillment teams to deliver seamless customer experience
  • Actively contribute to AAA Team sales goal achievement through lead development and customer retention
• Relationship Development:
  • Develop and maintain strong relationships with new and existing clients through consistent, professional communication
  • Provide outstanding customer service that reflects company values and builds long-term customer loyalty
  • Respond to customer inquiries promptly and professionally across all communication channels

Additional Information:

• The tasks and responsibilities outlined in this job description are subject to change as business needs evolve
• This is an office-based position, requiring the individual to work from company premises
• Success in this role requires strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously

Qualifications:

• High school diploma or equivalent required; additional education in business, sales, or a related field is a plus.
• Previous customer service, sales, sales support, or account management experience preferred.
• Excellent verbal and written communication skills.
• Strong customer service, relationship-building, and problem-solving abilities.
• Highly organized and detail-oriented with excellent follow-up skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Comfortable asking questions, qualifying leads, identifying customer needs, and supporting sales activities.
• Strong computer skills and ability to learn CRM and other business systems; HubSpot experience is a plus.
• Ability to learn detailed product information and apply it to customer needs.
• Self-motivated, dependable, professional, and able to work effectively both independently and as part of a team.
• Must be willing to work on-site.