3h ago

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Customer Experience Agent — Tier 1

United StatesRemoteFull-timemid

Customer SuccessCustomer Experience

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Quick Summary

Requirements Summary

Accurately record customer interactions, reported issues, actions taken, and resolution outcomes in the customer relationship management (CRM) system.

Technical Tools

Customer SuccessCustomer Experience

The Customer Experience Agent — Tier 1 serves as the first point of contact for customers seeking assistance with products, services, and account-related questions. In this role, you will deliver timely, accurate, and empathetic support across phone, email, and chat channels, helping customers resolve routine issues and navigate available services. You will follow established support procedures, document interactions carefully, and escalate complex cases to the appropriate teams when necessary. By maintaining strong product knowledge and focusing on customer satisfaction, you will contribute to a consistent, high-quality support experience. Working within a collaborative, fully distributed team, you will also help identify recurring customer concerns and share insights that support continuous improvement. This opportunity is ideal for a dependable, customer-focused professional who enjoys problem-solving, clear communication, and making a positive difference in every interaction.

Work Schedule: 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.

Geographic Eligibility: 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.

Customer Support and Communication: Respond to customer inquiries through phone, email, chat, and other assigned channels, providing timely, professional, and helpful assistance.

First-Level Issue Resolution: Investigate and resolve routine customer questions and problems using established procedures, available resources, and sound judgment.

Case Escalation: Identify complex, sensitive, or unresolved issues and escalate them to Tier 2 or Tier 3 agents or the Customer Experience Supervisor, ensuring that all relevant details are documented for a smooth handoff.

Customer Follow-Up: Monitor open cases and follow up when necessary to ensure issues are resolved completely and customers receive clear updates on next steps.

Product and Policy Knowledge: Maintain current knowledge of products, services, account processes, company policies, and customer support procedures to provide accurate information.

Process Compliance: Follow established workflows, service standards, documentation requirements, and communication guidelines to ensure consistent, high-quality customer interactions.

CRM Documentation: Accurately record customer interactions, reported issues, actions taken, and resolution outcomes in the customer relationship management (CRM) system.

Customer Feedback Collection: Capture customer feedback, recurring questions, and common pain points, sharing relevant observations with the supervisor to support service and product improvements.

Team Collaboration: Work closely with fellow agents and support staff to maintain service continuity, manage shared queues, exchange knowledge, and contribute to a positive team environment.

Cross-Functional Coordination: Collaborate with other departments, as directed, to help resolve customer concerns that require additional expertise or support.

Performance and Quality Management: Meet or exceed individual performance indicators, including response times, first-contact resolution (FCR), and customer satisfaction (CSAT).

Quality Assurance and Development: Participate in quality reviews, team meetings, training sessions, and coaching discussions, applying feedback to improve performance and remain informed about process changes.

Reliable Service Delivery: Maintain consistent attendance, productivity, professionalism, and ownership of assigned interactions, including adherence to the required work schedule and applicable holiday coverage expectations.

Requirements

~2 min read

At least one year of experience in an inbound call center environment is required; experience supporting multiple brands is preferred.

Availability to work 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.

Must reside in one of the eligible U.S. states listed in the job overview.

Strong customer service skills, with the ability to approach every interaction with empathy, patience, and a genuine commitment to customer satisfaction.

Excellent written and verbal communication skills, including the ability to explain solutions, policies, and next steps clearly and concisely across different communication channels.

Ability to remain professional, calm, and composed when assisting frustrated customers or managing challenging interactions.

Strong problem-solving skills, with the ability to assess issues methodically, use available resources, identify appropriate solutions, and recognize when escalation is necessary.

Demonstrated commitment to following established workflows, service standards, quality guidelines, and documentation procedures consistently.

Strong attention to detail and the ability to maintain accurate CRM records and communicate complete, reliable case information.

Dependability and accountability, including the ability to manage assigned cases through resolution, honor commitments, and maintain consistent attendance and productivity.

Ability to manage multiple customer interactions and competing priorities in a structured, fast-paced support environment.

Collaborative mindset, with a willingness to share knowledge, support colleagues, and coordinate with other teams to resolve customer concerns.

Openness to continuous learning, including active participation in training, coaching, quality reviews, and feedback-driven development.

Ability to adapt to updated products, policies, procedures, and support tools while maintaining high service standards.

Flexibility to accommodate applicable holiday coverage and the operational needs of a customer support team.

What We Offer

~2 min read

Competitive compensation: Competitive salary and eligibility for an annual bonus.

Fully remote work: Work from home as part of a fully distributed organization.

Retirement savings: Employer-matched 401(k) plan.

Health insurance: Medical, dental, and vision coverage with generous employer contributions.

Health Savings Account: Access to an HSA as part of the healthcare benefits offering.

Family support: Maternity and paternity leave benefits.

Paid vacation: Three weeks of paid vacation annually.

Paid holidays: 12 paid holidays each year.

Community involvement: One paid community service day annually.

Flexible work arrangements: A flexible work schedule within the requirements of the assigned shift.

Wellness allowance: An annual allowance to support personal health and well-being.

Mental health support: One paid mental health day each year.

Remote work contribution: An automatic work-from-home contribution included in each paycheck.

Employee Assistance Program (EAP): Access to additional personal support and assistance resources.

Professional development: Opportunities to build customer service expertise through training, coaching, and ongoing feedback.

Inclusive workplace: A commitment to equal employment opportunity, diversity, accessibility, and reasonable accommodations throughout the hiring process.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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✓Competitive compensation: Competitive salary and eligibility for an annual bonus.

✓Fully remote work: Work from home as part of a fully distributed organization.

✓Retirement savings: Employer-matched 401(k) plan.

✓Health insurance: Medical, dental, and vision coverage with generous employer contributions.

✓Health Savings Account: Access to an HSA as part of the healthcare benefits offering.

✓Family support: Maternity and paternity leave benefits.

✓Paid vacation: Three weeks of paid vacation annually.

✓Paid holidays: 12 paid holidays each year.

✓Community involvement: One paid community service day annually.

✓Flexible work arrangements: A flexible work schedule within the requirements of the assigned shift.

✓Wellness allowance: An annual allowance to support personal health and well-being.

✓Mental health support: One paid mental health day each year.

✓Remote work contribution: An automatic work-from-home contribution included in each paycheck.

✓Employee Assistance Program (EAP): Access to additional personal support and assistance resources.

✓Professional development: Opportunities to build customer service expertise through training, coaching, and ongoing feedback.

✓Inclusive workplace: A commitment to equal employment opportunity, diversity, accessibility, and reasonable accommodations throughout the hiring process.