Customer Experience Agent - Onsite/Offsite

Job Overview

We are seeking a Customer Experience Agent to serve as a key point of contact for customers and help ensure a positive experience throughout their interactions with the company. The ideal candidate is friendly, professional, responsive, and able to resolve customer questions efficiently. This position may be performed on-site or off-site, depending on business needs.

Responsibilities

• Respond to customer inquiries by phone, email, chat, and other communication channels.
• Provide accurate information regarding products, services, accounts, orders, and company policies.
• Assist customers with questions, requests, and general support needs.
• Identify customer concerns and work toward timely and effective resolutions.
• Maintain professional and positive interactions with customers.
• Document customer communications, requests, and resolutions in company systems.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Schedule appointments and coordinate customer requests when necessary.
• Escalate complex issues to the appropriate department or supervisor.
• Process basic account updates, orders, forms, and service requests.
• Maintain accurate customer records and protect confidential information.
• Work with internal teams to improve customer service and resolve recurring issues.
• Meet established service, response-time, and customer satisfaction goals. Perform other customer service and administrative duties as assigned.

Qualifications

• High school diploma or equivalent preferred.
• Previous customer service, call center, administrative, or client support experience is a plus.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and interpersonal skills.
• Professional and courteous approach when interacting with customers.
• Comfortable using computers, email, spreadsheets, and customer management systems.
• Strong attention to detail and organizational skills.
• Ability to handle multiple customer requests while maintaining accuracy.
• Ability to work independently and as part of a team.
• Reliable internet connection and suitable workspace required for off-site work.

Work Arrangement: On-Site / Off-Site
Employment Type: Full-Time / Part-Time
Department: Customer Experience & Support
Job Function: Customer Service / Client Support