Customer Experience Rep I

Role overview Help customers use a records-related software service by answering questions, resolving routine issues, and explaining basic features. This entry-level support role works in a high-volume environment across phone, email, and online chat, following established workflows while escalating issues that need specialist help.

Responsibilities - Respond promptly and professionally to customer inquiries across phone, email, and chat. - Explain product features, provide basic guidance, and resolve standard issues using defined processes. - Record customer questions, issues, and resolutions accurately in support systems. - Make outbound calls or send emails with updates and support information. - Escalate complex matters to senior representatives or specialists and coordinate with colleagues as needed. - Take part in training and coaching, and share feedback about recurring customer experience issues.

Requirements - High school diploma or equivalent. - Two to three years of customer service experience. - Clear verbal and written communication, active listening, and a calm, customer-focused approach. - Ability to learn new software, use multiple computer systems, enter data carefully, and follow established workflows. - Typing speed of at least 30 words per minute.

Nice to have - One year of call center or customer support experience. - Familiarity with ticketing tools or call center phone systems.