Customer Experience Representative (AccreditedLabs)

This is pivotal position in resolving AccreditedLabs customers' challenges while fostering exceptional customer relationships through fundamental knowledge expertise. The Customer Experience Representative delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, online meetings, and email exchanges. Serving as the primary point of contact the Customer Experience Representative assumes full responsibility for maintaining and enhancing client relationships.
This will be a remote position. The person will need to be based in either Central or Eastern time zone working Mon-Fri 8am to 5pm.
Responsibilities:

Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
Timely Solution Delivery - Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics.
Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
System Capabilities – Ability to navigate systems and maintain advanced knowledge.
Team Player – The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.
Expectations:

Dependability/Follow-Up : Proficiently multitask, respond promptly, and ensure timely follow-up.
Problem Solve : Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
Communication : Exhibit professional written and verbal communication consistently with internal and external stakeholders.
Knowledge & Resourcefulness – Ability to effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience.
Required Experience:

3-5 years of experience in Customer Experience Representative position working within a calibration company, industrial, or mechanical company
Prior experience in a fully remote or hybrid role
Proven ability to independently manage multiple client accounts and competing priorities simultaneously
Strong written and verbal communication skills with a professional, confident presence
Strong team player with attention to detail
Essential Skills: Analytical thinking, problem solving, time management, communication and decision-making
Proficiency with CRM platforms, email, and virtual meeting tools (e.g., Salesforce, HubSpot, Zoom, Microsoft Teams)
A quiet, professional environment for client calls and meetings
Reliable high-speed internet connection
About Us:
Accredited Labs is a trusted provider of accredited calibration services. Our expertise in precision calibration is marked by innovation, quality, and our dedication to customer satisfaction.
We are a network of calibration companies that blends local relationships with the reliability and resources of a national brand. We partner with established regional labs known for their deep community roots and long-standing customer trust and empower them with top-tier infrastructure and ISO/IEC 17025 accreditation. Whether onsite or in-lab, we maintain the personalized service customers depend on and deliver a consistent, compliant experience across every location.
Accredited Labs is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Accredited Labs does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Benefits:
We value our team and are proud to offer a comprehensive benefits package for all full-time employees, including:

Health Insurance – Comprehensive medical coverage to support your well-being
Dental Insurance – Preventive and restorative care to keep you smiling
Vision Insurance – Coverage for eye exams, glasses, and contacts
401(k) with Company Match – Plan for your future with our retirement savings plan and generous employer match
Company-Paid Life Insurance – Peace of mind with fully covered life insurance
Paid Time Off (PTO) – Enjoy a healthy work-life balance with paid time off
Paid Holidays – Celebrate and recharge with paid company holidays
Company-Provided Equipment – All necessary tools and technology supplied to help you succeed in your role