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Primary Function
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); font-family: Segoe UI; font-size: 9pt;"><p style="margin: 0;"><span style="font-size:11pt;">The Customer Experience Representative (CER) serves as the primary relationship between our company and our customers. This role is responsible for proactively engaging with clients to gather feedback, strengthen partnerships, and ensure we consistently meet and exceed customer expectations.</span></p><p style="margin: 0;"> </p><p style="margin: 0;"><span style="font-size:11pt;">The CER conducts in-person and virtual meetings with customers to review service performance, address concerns, highlight successes, and identify opportunities for improvement. This role plays a critical part in customer retention, satisfaction, and continuous operational improvement.</span></p><p style="margin: 0;"> </p><p style="margin: 0;"><span style="font-size:11pt;">This position plays a critical role in ensuring we deliver on our promise to our customers. By maintaining strong relationships and continuously improving based on feedback, the CER helps drive long-term partnerships and supports the overall success of our service operations.</span><br> </p></div>
Typical Duties
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); font-family: Segoe UI; font-size: 9pt;"><p style="margin: 0;"><span style="font-size:11pt;"><strong>Customer Engagement & Relationship Management</strong></span><br><span style="font-size:11pt;"> •Conduct scheduled customer visits, meetings, and check-ins (in-person and virtual)</span><br><span style="font-size:11pt;"> •Build strong, professional relationships with key customer stakeholders</span><br><span style="font-size:11pt;"> •Act as a trusted advisor and main point of contact for customer experience matters</span><br><span style="font-size:11pt;"> •Ensure customers feel heard, valued, and always supported</span></p><p style="margin: 0;"> </p><p style="margin: 0;"><span style="font-size:11pt;"><strong>Customer Feedback & Performance Review</strong></span><br><span style="font-size:11pt;"> •Lead structured customer feedback meetings to gather both positive and negative input</span><br><span style="font-size:11pt;"> •Document and track customer feedback, concerns, and satisfaction levels</span><br><span style="font-size:11pt;"> •Identify trends and recurring issues impacting customer experience</span><br><span style="font-size:11pt;"> •Facilitate performance review discussions aligned with service commitments</span></p><p style="margin: 0;"> </p><p style="margin: 0;"><span style="font-size:11pt;"><strong>Issue Resolution & Escalation Management</strong></span><br><span style="font-size:11pt;"> •Proactively addressing customer concerns and service-related issues</span><br><span style="font-size:11pt;"> •Coordinate internally with operations, dispatch, and field teams to resolve problems quickly</span><br><span style="font-size:11pt;"> •Ensure timely follow-up and closure of all customer concerns</span><br><span style="font-size:11pt;"> •Escalate critical issues to leadership as needed</span></p><p style="margin: 0;"> </p><p style="margin: 0;"><span style="font-size:11pt;"><strong>Operational Coordination</strong></span><br><span style="font-size:11pt;"> •Communicate customer feedback to service teams and leadership</span><br><span style="font-size:11pt;"> •Partner with Operations Managers and Field Supervisors to improve service execution</span><br><span style="font-size:11pt;"> •Track action items and ensure accountability across teams</span><br><span style="font-size:11pt;"> •Support continuous improvement initiatives based on customer input</span></p><p style="margin: 0;"> </p><p style="margin: 0;"><span style="font-size:11pt;"><strong>Customer Retention & Growth</strong></span><br><span style="font-size:11pt;"> •Identify opportunities to strengthen customer relationships and increase satisfaction</span><br><span style="font-size:11pt;"> •Support contract retention and long-term customer engagement strategies</span><br><span style="font-size:11pt;"> •Recognize opportunities for additional services or value-add solution</span></p></div>
Skills, Knowledge, Qualifications, & Experience
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); font-family: Segoe UI; font-size: 9pt;"><p style="margin: 0;"><span style="font-size:11pt;"> •Must be willing to travel throughout Southern California</span><br><span style="font-size:11pt;"> •3+ years of experience in customer service, account management, or client relations (service industry preferred)</span><br><span style="font-size:11pt;"> •Experience in HVAC, mechanical services, construction, or field service environments is highly preferred</span><br><span style="font-size:11pt;"> •Proven ability to manage customer relationships and handle difficult conversations</span><br><span style="font-size:11pt;"> •Strong problem-solving and conflict resolution skills</span><br><span style="font-size:11pt;"> •Excellent communication and interpersonal skills</span><br><span style="font-size:11pt;"> •Strong organizational and follow-up discipline</span><br><span style="font-size:11pt;"> •Ability to lead professional meetings and present information clearly</span><br><span style="font-size:11pt;"> •High level of professionalism and customer-first mindset</span><br><span style="font-size:11pt;"> •Strong documentation and reporting skills</span><br><span style="font-size:11pt;"> •Ability to work cross-functionally with operations and field teams</span></p></div>
Salary Range
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$52,000 to $72,000 per year based on experience (FMLA Non-Exempt) Vehicle Allowance
Benefits
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); font-family: Segoe UI; font-size: 9pt;"><p style="margin: 0;"><span style="font-size:11pt;">Full Benefits</span><br><span style="font-size:11pt;">Matching 401(k)</span><br><span style="font-size:11pt;">Paid Time Off</span><br><span style="font-size:11pt;">Paid Holidays</span></p><p style="margin: 0;"> </p><p style="margin: 0;"><span style="font-size:11pt;">Equal Opportunity Employer</span></p></div>
About Pacific Rim Mechanical
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); font-family: Segoe UI; font-size: 9pt;"><p style="margin: 0;"><span style="font-size:11pt;">Pacific Rim Mechanical is the premier mechanical contractor in Southern California.</span><br><span style="font-size:11pt;">And we got there by strict adherence to one simple philosophy…</span></p><p style="margin: 0;"><span style="font-size:11pt;">Always do the right thing.</span><br><span style="font-size:11pt;">Since our company inception in 1987, our core values haven’t changed. We still place the highest priority on honesty, integrity and respect for our customers and employees.</span><br> </p></div>
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