Customer Experience Representative

Alta Material Handling is seeking a full-time Customer Experience Representative (CXR).

This position is fully remote, with an expectation to travel occasionally for in-person staff meetings.

The Customer Experience Representative serves as the primary point of contact for inbound customer inquiries.

This role focuses on intake accuracy, responsiveness, and a quality customer experience.

The CXR role is non‑sales, non‑commissioned, and is not responsible for closing revenue.

PRIMARY RESPONSIBILITIES

Inbound Customer Interaction


* Receive inbound customer inquiries via phone and email.


* Professionally assess and categorize customer needs.


* Deliver a consistent, high‑quality customer experience aligned with company standards.


* Operate effectively in a high‑volume inbound environment, managing multiple customer interactions across phone and email.


* Maintain accuracy, professionalism, and responsiveness while switching between varying request types and priorities throughout the day.

CRM Documentation and Opportunity Creation


* Create CRM Opportunities for all revenue‑generating inbound requests.


* Accurately document customer needs, context, and requested follow‑up.


* Assign ownership using approved routing tools and processes.


* CXRs are responsible for intake accuracy and documentation only.


* CXRs do not provide pricing, availability, technical recommendations, or solution guidance to customers.

Routing and Handoff


* Route requests to Sales, Branch Operations, Parts, Service, or Rental teams as appropriate.


* Ensure clear handoff communication and follow‑up expectations.


* Escalate when routing is unclear; do not guess ownership.

Non‑Revenue Request Handling


* Identify non‑revenue inquiries (HR, recruiting, driver complaints, vendor inquiries, etc.).


* Do not enter non‑revenue activities into CRM.


* Route these requests via email following documented escalation procedures.


* CXRs are responsible for identifying and routing non‑revenue requests only.

Ownership, resolution, and follow‑up for non‑revenue inquiries reside with the receiving team.


* CXRs are not expected to track, manage, or resolve non‑revenue requests once routed, unless explicitly directed by documented CX procedures.

Process Compliance and Quality


* Adhere to documented CX routing, intake, and handoff standards.


* Maintain CRM data accuracy and completeness.


* Participate in continuous improvement of CX processes.

PERFORMANCE EXPECTATIONS AND SUCCESS METRICS

Success in the Customer Experience Representative (CXR) role is measured by accuracy, consistency, and adherence to documented intake and routing standards.

Key performance expectations include:


* Accurate creation of CRM Opportunities for all revenue-generating inbound requests, with complete and clear documentation of customer needs, context, and requested follow-up.


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