Customer Experience Agent — Tier 1
New
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JobgetherCustomer support
Applicants must reside in one of the following U.S. states: Arkansas, Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Vermont, or Wisconsin., Tuesday through Friday, 11:00 a.m. to 8:00 p.m. Central Time, and Saturday, 8:00 a.m. to 5:00 p.m. Central Time.Full-TimeEntry
SalaryCompetitive salary and eligibility for an annual bonus.
Apply NowOpens the employer's application page
Job Details
- Experience
- At least one year of experience in an inbound call center environment is required; experience supporting multiple brands is preferred.
- Required Skills
- Problem SolvingCustomer serviceWritten communicationVerbal communicationCustomer support
Requirements
- Have at least one year of experience in an inbound call center environment.
- Be available for the fixed schedule of Tuesday through Friday, 11:00 a.m. to 8:00 p.m. Central Time, and Saturday, 8:00 a.m. to 5:00 p.m. Central Time.
- Reside in one of the eligible U.S. states listed in the job overview.
- Demonstrate strong customer service skills, empathy, patience, and commitment to customer satisfaction.
- Communicate clearly and concisely in writing and verbally across different channels.
- Remain professional and composed when assisting frustrated customers or managing challenging interactions.
- Use problem-solving skills to assess issues, identify solutions, and recognize when escalation is necessary.
- Follow established workflows, service standards, quality guidelines, and documentation procedures.
- Maintain accurate CRM records and complete case information.
- Manage multiple interactions and competing priorities in a structured, fast-paced support environment.
- Be dependable and accountable, managing assigned cases through resolution and maintaining consistent attendance and productivity.
- Participate in training, coaching, quality reviews, and feedback-driven development, and accommodate applicable holiday coverage.
- Experience supporting multiple brands is preferred.
Responsibilities
- Respond to customer inquiries through phone, email, chat, and other assigned channels.
- Investigate and resolve routine customer questions and problems using established procedures and available resources.
- Identify complex, sensitive, or unresolved issues and escalate them to Tier 2 or Tier 3 agents or the Customer Experience Supervisor.
- Monitor open cases and follow up to ensure issues are resolved and customers receive updates.
- Maintain current knowledge of products, services, account processes, company policies, and support procedures.
- Record customer interactions, issues, actions taken, and outcomes in the CRM system.
- Capture customer feedback and recurring pain points and share observations with the supervisor.
- Coordinate with fellow agents, support staff, and other departments to resolve customer concerns and maintain service continuity.
- Meet performance indicators, participate in quality reviews and training, and apply feedback to improve performance.
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