Customer Experience Rep

A well-established Little Rock company is seeking a Customer Experience Representative to help customers successfully navigate their accounts, services, and ongoing relationship with the organization. This is not a traditional call-center position focused solely on answering inbound questions or closing tickets. The person selected will serve as a consistent point of contact for customers—helping with onboarding, identifying potential concerns, resolving service and technical issues, and following through until the customer has a complete solution. This is a non-sales role, but it requires a relationship-focused professional who understands that every customer interaction is an opportunity to build trust, improve retention, and provide additional value. Responsibilities Assist new customers with onboarding, account setup, and initial system guidance Build and maintain positive customer relationships through proactive communication and consistent follow-up Support customers through phone, email, and chat Manage questions and concerns across multiple accounts, services, and business areas Research customer issues to identify the underlying cause rather than addressing only the immediate symptom Take ownership of customer concerns from initial contact through final resolutionTroubleshoot basic technical or system-related issues and clearly explain solutions Coordinate with internal departments and outside partners to resolve escalated matters Anticipate customer needs and provide helpful information before concerns become larger problems Educate customers on available products, services, features, and best practices Maintain detailed and accurate documentation in the company’s CRM and internal systems Monitor open issues and follow up to confirm the customer’s needs have been fully addressed Identify recurring customer concerns, service gaps, and opportunities for process improvement Communicate customer feedback and feature requests to the appropriate internal teams Assist with data entry, account updates, corporate mailings, and other administrative responsibilities as needed Qualifications High school diploma or GED required At least one year of experience in customer service, customer experience, customer onboarding, account support, retention, or a related position Strong verbal and written communication skills Demonstrated ability to build rapport and maintain professional customer relationships Strong problem-solving and research abilities Ability to take ownership of an issue and follow it through without unnecessary handoffs Comfortable managing multiple accounts, priorities, and systems simultaneously Ability to make complicated information easy for customers to understand Experience using a CRM or customer-management system Basic to intermediate Microsoft Excel skills Working knowledge of Microsoft Outlook and standard office programs Accurate data-entry, documentation, and recordkeeping skills Preferred Experience Customer onboarding, account management, customer retention, or relationship-management experience Technical support or systems-troubleshooting experience Experience handling escalations or conducting root-cause research Experience working across multiple departments to resolve customer concerns Familiarity with Salesforce or a similar CRM platform Experience supporting customers through multiple communication channels Telecommunications, connectivity, technology services, or corporate call-center experience Previous experience with telecommunications provider Experience contributing to customer-service or process improvements Spanish or another second language is a plus #J-18808-Ljbffr