Customer Services

Customer Experience Lead

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3609 Ocean Ranch Blvd Ste 160, Oceanside CA 92056-2696, United States

Customer Experience Lead

About KBS

Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.

If this sounds like you, then why wait, APPLY TODAY!!

Starting Pay: $18-20 per hour

Candidate must live in the United States

This position is a full-time, remote opportunity.


Position Summary

The Customer Experience Lead is responsible for overseeing day-to-day operational activities and serving as a key point of coordination within the customer experience function. This role requires strong organizational, leadership, and interpersonal skills to effectively guide operations and support service excellence. Job responsibilities include but are not limited to:

·      Serve as the primary point of contact for customer and vendor inquiries, providing timely and professional responses via phone and email.

·      Evaluate and analyze all relevant information to accurately address customer inquiries, service requests, and complaints, including complex or escalated issues.

·      Assess, prioritize, and triage incoming inquiries and escalations based on urgency, impact, and

·      Coordinate closely with internal departments, field teams, and strategic account managers to resolve customer issues, and ensure seamless service delivery.

·      Monitor service requests from initiation through completion, providing proactive follow-up to ensure resolution and customer satisfaction.

·      Track, document, and manage unresolved or recurring complaints, assigning issues to appropriate resources and ensuring timely resolution.

·      Ensure compliance with internal policies, procedures, and regulatory requirements, while identifying opportunities to improve processes and the overall customer experience.

·      Organize and manage daily workflows to optimize efficiency, maintain data integrity, and consistently meet departmental performance metrics.

·      Maintain detailed and accurate records of all customer communications, including date, issue summary, actions taken, outcomes, and next steps.

·      Perform other duties as assigned.

 

Knowledge and Skills

·      Facilities Maintenance industry

·      Customer service call center operations

·      Interpersonal, listening, and conflict management (EQ)

·      Stress management

·      Written and oral communication

·      Mathematical, analytical and problem-solving skills

·      Data entry accuracy and editing skills

·      Management reporting

·      Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)

Requirements

·      Knowledge of customer service principles and practices

·      3+ years’ experience and knowledge of administrative procedures

·      High School Diploma, General Education Degree, or equivalent; Associates or Bachelor’s Degree

is a plus


Benefits: 

As a full-time KBS employee (30+ hours per week) you may qualify for benefits including medical, dental, vision, prescription drugs, and more! 

  • Paid Time Off 
  • Paid Holidays 
  • Sick Time 
  • Life Insurance 
  • Short Term Disability – Employer paid
  • Long Term Disability
  • Supplemental Health Insurance (E.G., Accident) 
  • 401k plan with a match or Non-qualified Deferred Compensation Plan 
  • Pet Insurance 
  • PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics  

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

 

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