Customer Experience Agent — Tier 1

📋 Description

• Customer Support and Communication: Respond to customer inquiries through phone, email, chat, and
• First-Level Issue Resolution: Investigate and resolve routine customer questions and problems using
• Case Escalation: Identify complex, sensitive, or unresolved issues and escalate them to Tier 2 or
• Customer Follow-Up: Monitor open cases and follow up when necessary to ensure issues are resolved
• Product and Policy Knowledge: Maintain current knowledge of products, services, account processes
• Process Compliance: Follow established workflows, service standards, documentation requirements

🎯 Requirements

• At least one year of experience in an inbound call center environment is required; experience
• Availability to work the fixed schedule of Tuesday through Friday, 11:00 a.m. to 8:00 p.m. Central
• Must reside in one of the eligible U.S. states listed in the job overview.
• Strong customer service skills, with the ability to approach every interaction with empathy
• Excellent written and verbal communication skills, including the ability to explain solutions
• Ability to remain professional, calm, and composed when assisting frustrated customers or managing

🎁 Benefits

• Competitive compensation: Competitive salary and eligibility for an annual bonus.
• Fully remote work: Work from home as part of a fully distributed organization.
• Retirement savings: Employer-matched 401(k) plan.
• Health insurance: Medical, dental, and vision coverage with generous employer contributions.
• Health Savings Account: Access to an HSA as part of the healthcare benefits offering.
• Family support: Maternity and paternity leave benefits.