Customer Experience Representative I

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

📋 Description

• Manage incoming customer calls related to account and billing inquiries, which include payments, modifications to accounts, and service upgrades or downgrades.

• Offer Tier I technical support for issues involving connectivity, signal checks, equipment resets, and outage detection.

• Utilize multiple computer systems to diagnose, troubleshoot, and resolve technical problems.

• Record customer interactions and update records to ensure comprehensive service histories are maintained.

• Uphold professionalism and adhere to customer service standards.

• Engage in training sessions focused on company products and services.

• Promote additional products or services to current customers.

• Forward unresolved or complex issues to the appropriate advanced support team.

• Achieve or surpass the KPIs established by management and the department.

• Execute other assigned responsibilities.

• Report directly to the Customer Experience Supervisor.

⛳️ Requirements

• Must reside in Florida.

• Must be available to work a schedule that includes variable start times, potentially covering overnight shifts, weekends (Saturday, Sunday, or both), and holidays.

• High school diploma or equivalent qualification is required.

• Bilingual proficiency in English and Spanish is a plus.

• Outstanding communication and interpersonal skills are essential.

• Basic computer skills and familiarity with CRM systems and Microsoft Office are necessary.

• At least two years of relevant experience in a call center setting is preferred.

• A minimum internet speed of 50 Mbps for downloads and 10 Mbps for uploads is required; a speed test must be conducted, and results should be submitted.

• A designated workspace that is free from distractions or interruptions is mandatory.

• Must be available to participate in essential phases of virtual training during the first two months of employment and complete all required training without disruptions.

• Capability to manage multiple tasks and thrive in a fast-paced environment.

• Strong problem-solving abilities and meticulous attention to detail are required.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• Paid Time Off (PTO) and Holidays.

• 401K with Matching contributions.

• Life Insurance coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• Short Term and Long Term Disability benefits.

• Legal Plan Support and Employee Assistance Program (EAP).