Agent Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate a constructive and efficient relationship between Liveops and its agents.

• Offer hands-on assistance to agents.

• Provide captivating educational content.

• Advocate for initiatives that enhance agent success and satisfaction.

• Address detractors and elevate agent sentiment.

• Recognize and escalate emerging agent trends through MyLiveops, live events, individual interactions, and other voice-of-customer channels.

• Create or source agent-enablement materials, including learning modules, video tutorials, programmatic agent sessions, and how-to guides.

• Initiate and lead new agent programs to support agent achievements and strengthen the relationship within the Liveops community.

• Identify gaps in the online knowledge base of the agent community and prioritize the development of new resources.

• Act as a conduit between agents and Liveops teams to reduce confusion.

• Direct inquiries to the appropriate teams when necessary.

• Collaborate across functions to gain insights into new processes, client-specific challenges, technology updates, and outages.

• Proactively provide solutions to the agent community.

• Design and deliver agent-enablement content that enhances agent success and overall experience.

⛳️ Requirements

• A Bachelor’s degree or equivalent professional experience.

• Over 2 years of experience in customer success and/or customer support.

• Experience in BPO is an advantage.

• Proficient in Microsoft products and Salesforce.

• Exceptional written and verbal communication skills with a strong attention to detail.

• Capability to document and present complex information in an organized, simple, and concise manner.

• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.

• Experience in addressing groups through video, phone, chat, email, and various communication methods.

• Self-motivated with a sense of urgency and the ability to perform well under pressure.

• Capacity to work remotely.

• Strong interpersonal skills, empathy, and the ability to advocate for agents.

• Intrapreneurial mindset with a proven track record of achieving organizational objectives.

• Demonstrated experience working collaboratively across functions and with third parties to deliver online educational and engagement-based programming.

• Highly developed consultative skills and the ability to forge strong, long-lasting relationships.

• Resourceful in addressing complex challenges.

• Curiosity and eagerness to learn new processes or solutions comprehensively.

• Capacity to prioritize and multi-task while maintaining attention to detail.

• Highly motivated self-starter with problem-solving skills and a collaborative, team-oriented attitude.

• Ability to sit or stand at a desk for extended periods while working on a computer.

• Availability for virtual meetings in an undistracted environment.

• Ability to work independently and meet deadlines.

• Daily engagement with the agent community.

🏝️ Benefits

• Opportunity for remote work.

• Chance to develop and deliver educational content and programming.

• Opportunity to initiate and lead new agent programming.

• Collaborative, cross-functional, and team-oriented work environment.