Customer Experience Representative I (CX Rep I)

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

Originally posted on Himalayas