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