Customer Experience Agent 1

Customer Experience Agent 1

SafeStreets USA is dedicated to creating safer, stronger communities across the country. We're looking for passionate, collaborative, and detail-oriented professionals to join our 1,000-member team. At SafeStreets USA, you'll work in a supportive environment where innovation, integrity, and community impact are at the heart of everything we do.

Job Summary

The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions. Agent 1 is responsible for handling inbound and/or outbound customer interactions while delivering high-quality customer experience, maintaining performance metrics, and adhering to company compliance standards. This department follows a Skill-Based Pay Progression Model, where agents receive a pay increase for each skill competency achieved, encouraging development, cross-training, and long-term growth.

Agent 1 will have the base skill of any one of these:

• Customer Experience /Care - Handling standard inbound/outbound calls and logistic communications, high attention to detail and documentation accuracy, follows scripts and SOPs
• Rep Support - Answering our reps with professionalism and respect, Scheduling services on accounts, investigating account details, following proper escalation paths, creating cases, understanding DAV processes and protocols, creating accounts, understand dealer specific rules.

Each skill must be completed via formal training, demonstrated successfully, quality-verified and approved by leadership and HR.

• Maintaining compliance standards
• Responds to customer inquiries regarding products, services, and company policies using established scripts and knowledge resources, escalating non-routine issues according to defined guidelines.
• Responds to customer inquiries via phone or electronic systems during assigned daily shifts, providing accurate information and resolving routine issues in accordance with company policies.

Competencies & KPI's

• Operational Proficiency
• Growth readiness
• Follows scripts and SOPs
• Ability to maintain professionalism in high-stress situations with a clear and professional phone presence
• Basic computer proficiency and ability to navigate multiple systems simultaneously
• Adaptability and willingness to learn new systems and processes
• Facilitate shadow sessions or skill workshops as assigned
• High attention to detail and documentation accuracy
• Maintaining compliance standards
• Receives at least an 80% competency score on all call calibrations conducted by management
• Maintains an average handle time of 5 minutes or less
• Does not exceed an unavailable time of more than 25% of the time on the phone unless approved by management
• Helps the department maintain an average seconds to answer of 2 minutes or less

Skills, Physical Demands & Work Environment

• Must be able to lift up to 25 lbs. and sit or stand for periods throughout the workday.
• Strong verbal and written communication skills
• Ability to handle sensitive and confidential information with discretion
• Conflict resolution and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to move throughout the call center floor as needed
• Occasional standing for meetings, training sessions, or investigations
• Moderate noise level due to active call floor
• Effective problem solving and conflict resolution skills
• Regular performance monitoring and quality assurance evaluations

Licenses, Certifications, & Educational Requirements

• High school diploma or equivalent (GED) required
• Must be at least 18 years old

Compensation

SafeStreets compensation may include base pay and, for eligible roles, variable compensation or bonuses. Variable and bonus compensation is not guaranteed and is governed by applicable plan terms. All compensation is paid in compliance with federal, state, and local wage laws, including applicable minimum wage and overtime requirements. Variable pay, if applicable, is defined in a separate compensation plan.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.