Customer Experience Associate

🌟 Be the voice of our customers and help create exceptional experiences every day.The Customer Experience Specialist is a key member of our customer support team and serves as a trusted first point of contact for customers. In this role, you’ll provide responsive, knowledgeable support, answer questions, resolve routine issues, and ensure every customer interaction reflects our commitment to exceptional service.This is an ideal opportunity for someone who is customer-focused, personable, detail-oriented, and eager to build a career in customer experience. You’ll be responsible for accurately documenting customer interactions, following through on requests, and escalating more complex issues to the appropriate team when needed.ResponsibilitiesRespond to inbound customer inquiries via phone both inbound and outbound, email, or ticketing systemsProvide accurate information regarding products, services, policies, and proceduresResolve routine customer issues and complaints in a timely and professional mannerAccurately document customer interactions in CRM systemsFollow established scripts, workflows, and service guidelinesEscalate complex or unresolved issues to higher-level support or supervisorsMeet or exceed individual performance metrics (AHT, quality, adherence, CSAT)Maintain confidentiality and comply with company policies and regulationsDemonstrate professionalism, empathy, and active listening during all interactionsHandles basic to moderately complex issuesWorks under direct supervisionLimited decision-making authorityEscalates advanced issues per defined guidelines

Qualifications

High school diploma or equivalentStrong verbal and written communication skillsComfortable navigating multiple systems (CRM/ticketing)Basic computer proficiency and ability to navigate multiple systemsCustomer-focused mindset with problem-solving abilitiesAbility to follow instructions and standardized proceduresAbility to work in a fast-paced, high-volume environmentTime management and organizational skills

Preferred Qualifications

Prior customer service or call center experienceFamiliarity with CRM or ticketing systemsBilingual skills (English/Spanish) a plusWhat we offerCompetitive base salary plus performance-based bonus opportunitiesComprehensive medical, dental, and vision coverageHealth Savings Account (HSA) eligibility401(k) retirement savings planFlexible scheduling options to support work-life balanceGenerous paid time off (PTO) program