About the job
Join Our Team as a Customer Experience Representative!
About Us: At Mad City Windows & Baths, part of the Renuity family, we pride ourselves on our commitment to innovation and excellence in home renovation. As a member of a trusted network of leading home improvement companies across the nation, we aim to transform the home improvement landscape, making it simpler and more enjoyable for homeowners. We are rapidly expanding, with expert teams in 36 states, and we are excited to welcome diverse talents to help bring unique perspectives and ideas to our mission.
Role Overview: As a Customer Experience Representative, you will play a crucial role in enhancing our brand reputation by collecting valuable feedback from customers after their installation projects. You will work closely with internal teams to ensure any negative experiences are addressed swiftly, helping to maintain high levels of customer satisfaction and drive referrals.
Key Responsibilities:
- Conduct outbound calls to customers post-installation, collecting feedback on their experience—averaging 40–60 calls per day in a fast-paced environment.
- Engage with customers via phone to ensure a positive post-installation experience.
- Escalate customer concerns to the relevant production manager for timely resolution.
- Introduce customers to our survey system and encourage them to complete satisfaction surveys, Google reviews, and provide referrals.
- Request and capture customer referrals, routing qualified leads to the Sales department.
- Track negative interactions to identify trends and gaps in service quality.
- Maintain reports on Net Promoter Score (NPS) and online review performance.

