- Location
- Remote
- Workplace
- Remote
- Type
- Full-time
- Education
- High School
- Source
- Pinpoint
Description
Customer Experience Representative I (CX Rep I)
Department: Customer Experience
Employment Type: Full Time
Location: Remote
Reporting To: Customer Experience Supervisor
Description
The Customer Experience Representative I (CX Rep I) is responsible for delivering first-level customer support. This position is the initial point of contact for the most common inquiries, focusing on basic account management and Tier I technical troubleshooting. The CX Rep I is expected to resolve all straightforward matters promptly and accurately, ensuring a positive customer experience, while escalating more complex account or technical queries to senior representatives or supervisors.
Key Responsibilities
- Handle inbound customer calls, focusing on account and billing inquiries (e.g., payments, account changes, service upgrades/downgrades).
- Provide Tier I technical troubleshooting and support to resolve customer service issues ranging from basic connectivity, signal checks and equipment reboots to identifying outages.
- Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues.
- Accurately document all customer interactions and update records within the system and tools to ensure service history is complete.
- Maintain a high level of professionalism and customer service.
- Participate in training sessions to stay updated on company products and services.
- Successfully upsell products or services to existing customers.
- Escalate unresolved or complex issues to next level or appropriate support as necessary.
- Meet or exceed key performance indicators (KPIs) set by manager and department.
- Performs other duties as assigned.
Skills, Knowledge & Expertise
- All candidates must live in Florida.
- Must be available to work a schedule with variable start times and may include overnights, weekends (Saturday, Sunday or both are possible) and holidays.
- High school diploma or equivalent.
- Bilingual (English/Spanish) a plus.
- Excellent communication and interpersonal skills.
- Basic computer proficiency and familiarity with CRM systems and Microsoft Office.
- Two years of related experience in a call center environment preferred.
- We require a minimum internet speed of 50 mbps download and 10 mbps upload. A speed test will be required and results need to be submitted.
- A designated work area free from any distractions or interruptions.
- Availability to participate in mandatory phases of virtual training over the first two months of employment. You must be able to train all mandatory training without interruption.
- Ability to handle multiple tasks and work in a fast-paced environment.
- Strong problem-solving skills and attention to details.
Advancement Criteria (Internal Only):
- Maintain high performance and quality customer interactions.
- Complete a minimum of 6 months in the CX Rep I role.
- Successfully complete all required training programs.
- Maintain a clean disciplinary record.
- Rank among the top 20% of performers in the CX Rep I level for at least 6 months.
Job Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
Skills
Customer Service
