Customer Experience Representative

Job Description

Job Description

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Direct applicants only. We are not seeking 3rd party recruitment services for this role.

At Smithville Communications, every customer interaction is an opportunity to make a lasting impression. As a Customer Experience Representative, you will be the voice of our brand, delivering personalized, high-quality support across multiple channels. Reporting to the Supervisor of Customer Experience, you will play a key role in building customer trust, resolving issues with care, and ensuring every person who reaches out feels heard and valued. This role is well-suited for someone who thrives in a people-first environment, adapts quickly, and takes pride in owning the customer journey from start to finish.

WHAT YOU'LL DO
Experience-Focused Interactions

• Connect with customers across multiple communication channels while delivering a consistent, high-quality experience
• Communicate clearly, professionally, and respectfully in every interaction
• Listen actively to understand what customers need, what concerns them, and what they are hoping to accomplish
• Adjust your tone and approach based on the situation and the individual you are speaking with
• Build genuine trust and rapport while setting and managing realistic customer expectations

Adaptive Problem Solving

• Evaluate situations thoughtfully using critical thinking and available information
• Identify the best path forward while remaining flexible as circumstances change
• Apply good judgment when resolving issues or determining next steps
• Handle difficult interactions with patience, professionalism, and composure

Operational Agility

• Transition smoothly between shifting priorities, tasks, and workflows
• Maintain accuracy and attention to detail even in a fast-paced, dynamic environment
• Pick up new processes and tools quickly as business needs evolve
• Balance speed and efficiency with quality outcomes for every customer

End-to-End Customer Ownership

• Take full accountability for a customer's experience from the first point of contact through resolution
• Follow up in a timely manner and keep customers informed throughout the process
• Advocate for the customer while staying aligned with business goals
• Maintain a seamless experience even when handoffs or transitions are involved

Continuous Learning and Collaboration

• Cross-train across multiple areas of customer experience to support team flexibility
• Work collaboratively with peers and internal partners to deliver on shared goals
• Actively seek feedback and pursue opportunities to grow and improve
• Contribute to a team-oriented culture where adaptability is valued

WHAT YOU BRING

• High school diploma or equivalent required
• Previous experience in a call center or customer-facing role preferred
• Ability to learn company systems, processes, and new software quickly
• Strong critical thinking and problem-solving skills
• Ability to handle sensitive information with discretion and professionalism
• Strong ability to prioritize and manage multiple responsibilities simultaneously
• Excellent written and verbal communication skills
• Openness to change, a growth mindset, and a commitment to continuous improvement
• Strong organizational skills and attention to detail
• Ability to pass a drug screen and background check
• Valid driver's license and a safe driving record

WORK ENVIRONMENT
This position is primarily office-based, performed indoors in a comfortable, temperature-controlled setting with moderate noise levels. A standard schedule of 40 hours per week is expected, with occasional overtime, evenings, or weekends required to meet critical deadlines or address urgent needs.

WHAT WE OFFER

• FREE Degree and certificate programs for eligible employees
• FREE  Dental, Term Life Insurance, and Long-Term Disability Insurance
• Low-cost Medical, Prescription, and Vision plans
• 401(k) with  a company match
• Health Savings Account with  annual company contributions
• Employee discounts on Smithville services
• Generous PTO and paid holidays
• Ongoing training and development

WHO WE ARE
For over 100 years, Smithville has been and is a locally grown, family-owned, cutting-edge, live-where-we-work, stand-by-our-products, part-of-the-neighborhood, wildly-Hoosier technology company in the heart of Southern Indiana. We provide the best internet, voice, and security services without sending you across the globe for support. We love our services and Indiana.

WHY JOIN US?
This is a role where your communication skills, empathy, and drive to solve problems will have a real impact every single day. At Smithville, you are not just taking calls or answering questions — you are shaping the experience customers have with a company that has served Indiana communities for over a century. You will be part of a collaborative team that supports your growth, invests in your development, and genuinely values the work you do.
If you are passionate about people and ready to bring your best to every interaction, we would love to hear from you.

Smithville is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable law.

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