• Customer Experience Representative

    Job ID
    US-CA-San Diego
    Regular Full-Time
    Location : Name
    Hawthorne - Rancho Bernardo
  • Overview

    POSITION SUMMARY: The Customer Experience Representative is responsible for creating a unified corporate customer experience, identifying customer expectations, measuring our satisfaction levels, ensuring customer issues or complaints are being addressed, as well as assisting parts and service transactional improvements that will be noticed by the customer and measured by improvements in customer loyalty.



    1. Acts as the primary customer experience representative for walk in traffic at the reception desk as well as the first responder on our website live chat.
    2. Understands and interprets Initial Purchase Survey, Product Use Survey, and Transactional Surveys. Summarizes and reports incomplete data fields to the Corporate Marketing Manager and all appropriate managers.
    3. Monitors the Daniel Survey Reports corporately, and alerts Corporate Marketing Manager, appropriate Departmental Manager(s), and Daniels Survey Champions, to feedback BOTH Positive and Negative.
    4. Assists Corporate Marketing Manager, as needed, with specific projects and research.
    5. Ensures that customer facing employees are delivering consistent experiences.
    6. Ensures that all new employees are fully trained in regards to Customer Experience.
    7. Captures the voice of the customer through a survey program, identifying critical customer requirements and measuring our effectiveness meeting those needs.
    8. Ensures that the highest level of customer service is provided to our customers.
    9. Provides support to the marketing department and customers through various clerical tasks.
    10. Issue Management:
      1. Effectively documents customer complaints or issues.
      2. Develops issue escalation and resolution process that allows for better awareness across all division customer contact representatives.
    11. Process Improvement:
    12. Identifies opportunities for improvement in customer satisfaction and develop plans to implement needed changes.
    13. Provides management with the information needed to drive a customer service oriented culture.
    14. Track customer opportunities and disputes for appropriate follow-through from branch employees.
    15. Create and manage ongoing public recognition programs for employees who receive positive customer recognition
    16. Track Customer Service Metrics and Report Findings
    17. Analyzing trends and partnering with management to interpret results and identify opportunities for improvement.
    18. Provide monthly customer service scores and information to managers for departmental meetings
    19. Identify, develop and assist in customer service training programs



    1. Must have 2 years general office experience.
    2. PC skills required.
    3. Must have a valid Class C License.
    4. This position requires the ability to multi-task at a high level.
    5. Must be a motivated, responsible, self-starter.



    Applicants may be required to pass a written and/or oral examination before being considered for employment in this position.



    1. Sitting: Sits at desk for long periods of time
    2. Handling: Seizes, helps or works with hands
    3. Lifting: Raises or lowers miscellaneous paperwork
    4. Reaching: Extends hands and arms in any direction
    5. Vision: Read computer and paperwork.
    6. Stooping: Bends body downward and forward by bending at knees or waist.
    7. Standing: Remains in standing position if required to perform various functions of the job.
    8. Talking: Communicating by phone and in person
    9. Walking and moving about on foot.



    1. Noise: Works in conditions with constant or intermittent noise.
    2. Temp/Weather: Works in an office environment


    Accommodations:   Reasonable accommodations for essential functions of the position will be considered.


    Hawthorne CAT® is an Equal Employment Opportunity/Affirmative Action Employer.  M/F/Disability/Protected Veteran Status

    Hawthorne CAT® participates in E-Verify


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