Customer Experience Agent — Tier 1

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Agent — Tier 1 based in the United States. 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. Accountabilities - 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.