Job Title: Client Experience Representative - (HR31773)
Location: Remote (EST Time Zone)
Salary Range: 1000 to 1200 USD
Work Schedule: Monday - Friday, 8:00 AM to 5:00 PM (EST)
NOTE: INDEPENDENT CONTRACTOR POSITION
Company Overview:
Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.
About the Company:
Sagan represents a fast-growing US-based waste services and logistics company that partners with businesses nationwide to streamline operations and deliver reliable, cost-effective service. The company is known for its customer-first approach, strong vendor relationships, and a collaborative team culture. Employees enjoy working in a dynamic environment where problem-solving and efficiency are highly valued.
Position Overview:
We are seeking a motivated and detail-oriented Client Experience Representative to join our team. This role is designed for individuals who are practical, empathetic, and adaptable, especially for customer service roles in the waste industry. Ideal candidates should be experienced enough to handle urgent, complex situations while following clear processes such as taking calls, resolving issues quickly, and understanding customer needs.
Key Responsibilities:
Administrative Support:
* Provide basic operational support within the department.
* Perform administrative tasks with attention to detail and organizational skills.
Customer Support:
* Improve the customer experience by building rapport with customers, understanding their needs, and resolving issues in a timely and efficient manner.
* Provide excellent customer service by being responsive to customer inquiries, going the extra mile, and resolving issues in a way that leaves customers feeling cared for.
* Gather and analyze customer feedback to improve the product, customer experience, and overall satisfaction.
* Identify and resolve customer pain points, addressing frustrations or annoyances proactively.
* Proactively recommend solutions to customers, thinking ahead to second-order effects and continuously improving the experience.
* Work cross-functionally with other teams to ensure customer needs are met across the organization.
* Contact vendors for service issues, service credits, and pricing.
* Conduct quality reviews of vendor invoices and contracts, identifying discrepancies, unallowable charges, or contract mismatches.
* Update customer tickets and use template emails to provide status updates.
* Communicate with customers via phone to address issues, update them on progress, collect data, and more.
Data Entry:
* Accurately enter and manage data, ensuring all information is up-to-date and correctly documented.
General Support:
* Assist with other foundational tasks as needed, contributing to the overall efficiency of the department.
Qualifications:
* Proven experience handling customer calls, listening to their issues, and providing on-the-spot solutions.
* Ability to navigate difficult situations, resolve customer issues efficiently, and learn the industry, including understanding how to resolve waste-related problems.
* Experience in logistics, including working with drivers or dealing with similar issues.
* Strong organizational and administrative skills with attention to detail.
* Ability to learn quickly, manage competing priorities, and work independently in a fast-paced environment.
* Excellent verbal and written communication skills.
* Proficiency with SaaS platforms, CRM tools, and Excel.
Nice-to-Haves:
* A proactive and positive attitude.
* Willingness to learn and take on new challenges.
