The representative is responsible for delivering first-level customer support, including account management and Tier I technical troubleshooting. They must handle inbound calls, document interactions, and meet performance KPIs while maintaining professional service standards.
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.
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
