Customer Experience Rep

Customer Experience Representative

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 resolution
• Troubleshoot 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
• English fluency required

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