Customer Experience Representative

Customer Experience Representative

The Customer Experience Representative is a frontline support professional responsible for handling client inquiries across phone, chat, and case channels. This role focuses on resolving foundational questions, guiding clients through core workflows, and ensuring accurate intake, documentation, and follow-through. Success in this role depends on reliability, communication clarity, and steady progression of platform knowledge across Orion products—such as Orion, Redtail, and OCIO—but not limited to these offerings. Please Note: This posting may not refer to a specific open position. As we can regularly hire for this type of role, you may be considered for a potential, future opportunity.

Location:

It is anticipated that an incumbent in this role will work as a hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations.

Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

In This Role, You'll Get To:

• Serve as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency
• Provide clear training, guidance, and best practices to help clients navigate the workflows or platform topics they need support with, using your established support resources
• Troubleshoot entry-level workflows, platform navigation issues, feature questions, and data-related inquiries
• Maintain strong adherence to schedules and support queue coverage across required channels
• Own assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentation
• Strive for first-contact resolution while minimizing unnecessary transfers
• Maintain clean, complete case documentation that meets internal quality and audit standards
• Stay up to date on platform updates, release notes, required certifications, and internal learning content
• Identify opportunities to simplify client workflows or improve documentation and escalate through proper channels
• Collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes
• Operate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channels
• Expect to build foundational proficiency within their assigned technology area (Orion or Redtail) while actively progressing through required certifications and learning pathways
• Demonstrate first-contact resolution mindset and ownership of inquiries
• Maintain strong performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy to support reliable service delivery
• Escalate suspected product issues only after basic troubleshooting and documentation
• Contribute to team improvement by identifying client trends or documentation gaps
• Adhere to hybrid expectations and maintain a professional presence in all interactions

We're Looking For Talent Who:

• Has strong verbal and written communication skills in client interactions
• Manages multiple tasks in a fast-paced environment with attention to detail
• Navigates and explains technology
• Has strong problem-solving, organizational, and time management skills
• Has a minimum of a high school; bachelor's degree preferred
• Preferably has prior customer service or technology support experience
• Has less than one year of experience
• Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

Salary Range: $20.67 - $29.57

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.