Customer Experience Representative

Come work for the largest equipment dealer in North America! Are you a hardworking individual that thrives in a fast-paced environment and looking to take your career to the next level? If so, then come join our award winning team!

We provide our employees with the following tools and resources to be successful:

• Training
• Outstanding benefits package (Medical, Dental and Vision insurance, plus much more!)
• 401(k) with match
• Competitive wages
• Company laptop
• Paid time off
• 10 paid holidays

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 nonsales, noncommissioned, 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, highquality customer experience aligned with company standards.
• Operate effectively in a highvolume 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 revenuegenerating inbound requests.
• Accurately document customer needs, context, and requested followup.
• 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 followup expectations.
• Escalate when routing is unclear; do not guess ownership.

NonRevenue Request Handling

• Identify nonrevenue inquiries (HR, recruiting, driver complaints, vendor inquiries, etc.).
• Do not enter nonrevenue activities into CRM.
• Route these requests via email following documented escalation procedures.
• CXRs are responsible for identifying and routing nonrevenue requests only. Ownership, resolution, and followup for nonrevenue inquiries reside with the receiving team.
• CXRs are not expected to track, manage, or resolve nonrevenue 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.
• Proper routing of inbound requests to the correct team on the first handoff, using approved tools and processes.
• Timely responsiveness to inbound customer inquiries in accordance with defined service level expectations.
• Consistent compliance with CX intake, routing, escalation, and handoff standards.
• Appropriate escalation when ownership, routing, or request classification is unclear, rather than guessing or self-assigning.
• Maintenance of high data quality and completeness within CRM and related CX systems.

WHAT THIS ROLE DOES NOT INCLUDE

• No sales closing or pricing negotiation.
• No variable, commission, or incentive compensation.
• No direct resolution of service, parts, or rental issues.

QUALIFICATIONS

Required

• Strong verbal and written communication skills.
• High attention to detail and process discipline.
• Ability to quickly assess and categorize customer needs.
• Comfort using CRM systems and internal tools.

Preferred

• Prior experience in customer service, BDR, or callcenter environments.
• Familiarity with industrial, equipment, or servicebased organizations.

COMPENSATION AND CLASSIFICATION

• Base salary only.

• Noncommissioned, nonsales role.

REPORTING AND COLLABORATION

• The Customer Experience Representative role reports within the Marketing organization, to the Director of Business Development.
• Works crossfunctionally with BD, Marketing, Sales, Operations, Parts, Service, Rental, and HR teams.
• This role exists to ensure consistent, accurate intake and routing of inbound customer inquiries, enabling downstream teams to engage customers effectively and efficiently.

About Alta:

Culture is Job #1. Alta Equipment Group prides itself in living by our Guiding Principles: Invest in the Best, Passion for Excellence, Customers for Life, Mutual Respect and One Team. More than an equipment company, Alta is an innovator of solutions, delivering diverse products and unrivaled support centered on building lasting customer relationships.

If you have a passion for excellence and are ready to make a difference within our organization, we're ready for you. Whether it's selling the world's-best big iron, rolling up your sleeves and servicing our industry-leading construction and material handling product brands or being a difference maker behind the scenes, we can use your skillset.

At Alta Equipment Group, we believe in mutual respect and are committed to diversity while inspiring our employees to reach their maximum potential. Voted a "Top Work Place USA", our employees across North America are committed to excellence. It's the Alta way.

So, let's start the conversation. Click the link to apply and begin the journey of a lifetime.

What We Look For:

At Alta Equipment Group, we are looking for candidates who are a cultural fit with our organization and understand that every task and job goes toward fostering customers for life. Along with that, a great attitude that embraces mutual respect and delivering a consistent high energy level that exudes a passion for excellence. Also, we are searching for a skill set that has a high aptitude for the position with a continual focus on investing in one's profession through additional training and learning.

Other Opportunities at Alta:

Please visit our careers page at altg.jobs to view other openings that may be of interest to you!

Alta Equipment Group is an equal opportunity employer. This means we do not discriminate on account of age, race, religion, color, sex, national origin, ancestry, citizenship, height, weight, marital status, familial status, disability, genetic information, military status, veteran status, misdemeanor arrest record, or membership in any other classification protected under applicable law. If you believe the Company has violated its equal employment opportunity policy in any way, please contact recruiting@altg.com immediately!