Customer Experience Representative

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About BRYCER

BRYCER is the leading inspection, testing, and maintenance compliance software provider serving fire departments and local governments across the United States. Its flagship product, The Compliance Engine (TCE), is a cloud-based platform that streamlines fire and life safety inspections, helping municipalities increase compliance rates and protect public safety. With a rapidly expanding customer base of over 1,200 jurisdictions, BRYCER is growing its services to continue providing best-in-class customer support.

Position Summary

We're looking for a dependable, positive, and self-motivated Client Experience Representative to join our fast-paced team in Warrenville. In this role, you will serve as a key point of contact for both service providers and premises owners—fielding 200-400 calls and emails each day. You'll help guide customers through processes, provide timely and accurate answers, and ensure every interaction reflects our commitment to service and compliance. This is a productivity-tracked role, where accuracy, efficiency, and responsiveness are essential to success.

Key Responsibilities

• Handle high-volume inbound communication (calls/emails) with professionalism and accuracy
• Assist service providers and property owners with questions, next steps, and process guidance
• Document all customer interactions and issues in our CRM (Zoho preferred)
• Maintain a working knowledge of BRYCER's services, tools, and escalation protocols
• Deliver best-in-class service by maintaining a calm, efficient, and friendly tone at all times
• Collaborate with internal departments to resolve complex issues and share feedback

Ideal Candidate

• Experience: 5+ years of customer service or retail experience
• Background: Retail Management, service desk, or front-line support experience preferred
• Tech-Savvy: Previous experience using Zoho or a comparable CRM system preferred
• Traits: Dependable, attentive, eager to learn, self-starter, positive attitude
• Education: Associate's degree required

Why Join BRYCER

• Be part of a fast-growing company with a mission that matters
• In-office role with opportunities to grow and advance
• Supportive team culture focused on learning, leadership, and outcomes
• Competitive compensation and full benefits package

Job Type: Full-time

Pay: $37,500.00 - $40,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Shift:

• Day shift

Education:

• Associate (Required)

Experience:

• Customer service: 5 years (Required)

Work Location: In person