Client Experience Representative – Complaint Resolution & Retention

Job Description

Client Experience Representative | Two Sisters Maid To Clean

The Tone:
This is a full-time, on-site role at Two Sisters Maid To Clean, located in Murfreesboro, TN (Nashville Metropolitan Area), a residential cleaning service company. This role is crucial for owning and protecting the full client experience, especially during moments of friction such as complaints, cancellations, or service disruptions. The Client Experience Representative ensures clients feel heard, supported, and valued, strengthening trust and nurturing long-term relationships.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Nashville Metropolitan Area
• Team: Reports to Operations Manager; collaborates with field leadership
• Mission: Owns client complaints from intake to resolution, driving retention and winbacks to protect and grow recurring revenue.
• Tech Stack: Google Workspace, CRM systems

What You’ll Actually Do
• Client Communication: Serve as the primary on-site point of contact for existing clients, responding promptly, professionally, and empathetically to all service concerns, complaints, and feedback via phone, email, and text.
• Complaint Resolution: Own all client complaints from initial intake through final resolution, coordinating internally with operations and field leadership to ensure corrective action is completed.
• Retention & Winbacks: Handle cancellation requests with a retention-first mindset, identifying opportunities to save accounts and executing structured outreach to past or recently canceled clients.
• Documentation & Trends: Confirm client satisfaction after resolution, documenting outcomes, tracking cancellation reasons, and identifying recurring issues and trends to escalate insights to the Operations Manager.

The Must-Haves
• Background: Proven experience in customer service, retention, or complaint resolution, with a preference for experience within a service-based industry. High emotional intelligence is essential for de-escalating concerns.
• Experience: Demonstrated ability to confidently handle difficult conversations and retention scenarios. Comfortable using CRM systems for documenting detailed notes and managing client interactions.
• Skills: Strong verbal and written communication skills, exceptional organization, meticulous follow-through, and keen attention to detail. Proficiency in Google Workspace is required.