Customer Experience Agent – Tier 1

This is a fully remote position, open to applicants in United States, +19 more locations.

📋 Description

• Act as the primary point of contact for customers seeking help with products, services, and account-related inquiries.

• Address inquiries through phone, email, chat, and other designated channels.

• Resolve standard customer issues by following established procedures.

• Escalate intricate, sensitive, or unresolved matters to Tier 2 or 3 agents or the CX Supervisor, providing complete context for the case.

• Follow up on open cases until full resolution and customer satisfaction are achieved.

• Keep up-to-date knowledge of company products, services, policies, and support procedures.

• Consistently apply workflows and service standards.

• Record customer interactions, issue details, and resolution outcomes in the CRM system.

• Gather and document customer feedback, recurring themes, and pain points.

• Recognize inquiry patterns and communicate observations to the CX Supervisor for process and product enhancements.

• Engage in team meetings, training sessions, and coaching discussions.

• Work collaboratively with agents and support staff to ensure service continuity and queue coverage.

• Share knowledge, assist colleagues, and promote a customer-first culture.

• Coordinate with other departments to resolve cross-functional customer issues.

• Achieve or surpass KPIs, including response time, first-contact resolution (FCR), and customer satisfaction (CSAT).

• Uphold quality standards for accuracy, tone, and adherence to brand guidelines.

• Take part in quality assurance reviews and implement feedback.

⛳️ Requirements

• Must be a resident of one of the following US states: AR, AZ, CO, FL, GA, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, or WI.

• Must also reside in Ontario, Canada.

• Availability from Tuesday to Friday, 11:00 a.m. to 8:00 p.m. CT, and Saturday from 8:00 a.m. to 5:00 p.m. CT.

• At least one year of experience in an inbound call center environment, ideally supporting multiple brands.

• Capability to manage customer inquiries via phone, email, and chat.

• Proficient in adhering to established workflows, service standards, and documentation requirements.

• Competent in documenting customer interactions within a CRM system.

• Able to meet KPIs, including response time, first-contact resolution (FCR), and customer satisfaction (CSAT).

• Willingness to participate in quality assurance reviews, training, coaching, and feedback sessions.

• Ability to work weekday evenings and some holidays.

• Strong customer focus, empathy, patience, professionalism, and composure.

• Excellent written and verbal communication skills.

• Methodical approach to problem-solving and sound judgment for escalation.

• Dependability, ownership, consistent attendance, and productivity in a team-oriented environment.

• Dedication to continuous learning.

🏝️ Benefits

• Annual bonus.

• Employer-matched 401(k).

• Medical, Dental, and Vision insurance with substantial employer contributions (including HSA).

• Maternity and Paternity leave and benefits.

• Three weeks of paid vacation.

• 12 paid holidays.

• Paid community service day.

• Flexible work schedule.

• Annual wellness allowance.

• Paid mental health day once a year.

• Automatic work-from-home contribution to each paycheck.

• Employee Assistance Program (EAP).

• Remote work position at a fully distributed company.