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