Customer Experience Agent 1

Safe Streets•Rexburg, ID

About The Position

SafeStreets USA is dedicated to creating safer, stronger communities across the country. We’re looking for passionate, collaborative, and detail-oriented professionals to join our 1,000-member team. At SafeStreets USA, you’ll work in a supportive environment where innovation, integrity, and community impact are at the heart of everything we do. Job Summary The essential functions listed below are representative of the duties to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions. Agent 1 is responsible for handling inbound and/or outbound customer interactions while delivering high -quality customer experience, maintaining performance metrics, and adhering to company compliance standards. This department follows a Skill-Based Pay Progression Model, where agents receive a pay increase for each skill competency achieved, encouraging development, cross-training, and long-term growth. Agent 1 w ill have the base skill of any one of these: Customer Experience /Care - Handling standard inbound/outbound calls and logistic communications, high attention to detail and documentation accuracy, f ollows scripts and SOPs Rep Support - Answering our reps with professionalism and respect, Scheduling services on accounts, investigating account details, following proper escalation paths, creating cases, understanding DAV processes and protocols, creating accounts, understand dealer specific rules. E ach skill must be completed via formal training, demonstrated successfully, quality-verified and approved by leadership and HR. Maintaining compliance standards Responds to customer inquiries regarding products, services, and company policies using established scripts and knowledge resources, escalating non-routine issues according to defined guidelines, escalate d as outlined. Responds to customer inquiries via phone or electronic systems during assigned daily shifts, providing accurate information and resolving routine issues in accordance with company policies. Competencies & KPI’s Operational Proficiency Growth readiness Follow s scripts and SOPs Ability to maintain professionalism in high-stress situations with a clear and professional phone presence Basic computer proficiency and ability to navigate multiple systems simultaneously Adaptability and willingness to learn new systems and processes Facilitate shadow sessions or skill workshops as assigned High attention to detail and documentation accuracy Maintaining compliance standards Receives at least an 80% competency score on all call calibrations conducted by management Maintains an average handle time of 5 minutes or less Does not exceed an unavailable time of more than 25% of the time on the phone unless approved by management Helps the department maintain an average seconds to answer of 2 minutes or less

Requirements

High school diploma or equivalent (GED)
Must be at least 18 years old
Ability to maintain professionalism in high-stress situations with a clear and professional phone presence
Basic computer proficiency and ability to navigate multiple systems simultaneously
Adaptability and willingness to learn new systems and processes
High attention to detail and documentation accuracy
Maintaining compliance standards
Must be able to lift up to 25 lbs. and sit or stand for periods throughout the workday
Strong verbal and written communication skills
Ability to handle sensitive and confidential information with discretion
Conflict resolution and problem- solving skills
Ability to manage multiple priorities in a fast-paced environment
Ability to move throughout the call center floor as needed
Effective problem solving and conflict resolution skills
Regular performance monitoring and quality assurance evaluations

Responsibilities

Handling standard inbound/outbound calls and logistic communications
Answering our reps with professionalism and respect
Scheduling services on accounts
Investigating account details
Following proper escalation paths
Creating cases
Understanding DAV processes and protocols
Creating accounts
Understanding dealer specific rules
Maintaining compliance standards
Responding to customer inquiries regarding products, services, and company policies using established scripts and knowledge resources
Escalating non-routine issues according to defined guidelines
Responding to customer inquiries via phone or electronic systems during assigned daily shifts
Providing accurate information and resolving routine issues in accordance with company policies