Customer Experience Representative I (CX Rep I)

• 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.

• All candidates

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

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 (

):

• 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.

• 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