Customer Experience Representative Job Overview: As a key member of the service administration team, you will play a vital role in ensuring an exceptional ownership experience for our customers. Your primary focus will be on commercial operations, customer engagement, and administrative support. Key Responsibilities: Commercial Focus: * Serve as the primary customer support contact within your designated territory, driving business growth and enhancing customer relationships. * Identify opportunities to recover lost business and penetrate competitor accounts. * Build and maintain strong relationships with customers, gaining industry insights to act as a trusted advisor and promote appropriate service products. * Manage contract renewals by understanding customers' evolving needs and fostering year-over-year contract growth. * Engage with warranty customers early to inform them of ongoing support options and associated costs, aligning with their budget cycles. * Increase the number of service contracts by encouraging ‘book and bill’ customers to transition to contract-based service agreements. * Work towards achieving Annual Operating Plan (AOP) targets by understanding financial objectives and contributing to revenue and margin growth. * Develop a comprehensive understanding of service products. * Lead specific projects and present updates during monthly meetings. * Mentor junior or less experienced team members. Administrative Responsibilities: * Serve as the first point of contact for customer inquiries via phone, email, or other channels, ensuring efficient job request processing. * Relay customer service requests to the Field Service Team, maintaining high customer satisfaction levels. * Generate manual quotations for non-contract service visits, following up to convert offers into renewable contract options. * Set up new installations within the service system and prepare necessary documentation for the service team. * Manage contract renewals, ensuring timely processing and completion. * Provide coverage for the Administrative Business Partner during their absence. * Oversee the Extracare inbox and manage incoming inquiries. * Ensure continuous coverage of the main service phone line by directing and managing call diversions appropriately. * Handle documentation related to NDAs, accreditations, and other agreements, coordinating with legal experts as needed. Qualifications & Experience: * High school diploma or equivalent; an office-based apprenticeship is preferred. * Additional business or professional training/qualifications are advantageous. * Minimum of 4 years of relevant aftersales experience in customer service or a similar role. This role requires a proactive, customer-focused individual with excellent communication and organizational skills. If you are passionate about enhancing the customer experience and driving business success, we encourage you to apply