Customer Experience Agent

Visual Edge IT•Lubbock, TX

5d•Onsite

About The Position

Visual Edge IT is seeking a customer-focused Customer Experience Agent to join our Customer Experience Center. This is an exciting opportunity for someone who enjoys helping customers, solving problems, and making a meaningful impact every day. In this role, you'll serve as a trusted resource for customers by managing service requests, processing supply orders, and ensuring every interaction delivers a positive experience. You'll work closely with multiple departments to coordinate timely resolutions while balancing outstanding customer service with operational efficiency and cost-conscious decision-making. If you thrive in a fast-paced environment, enjoy multitasking, and take pride in delivering exceptional customer experiences, we'd love to hear from you.

Requirements

High school diploma or equivalent required; associate's or bachelor's degree preferred.
Two or more years of customer service, customer support, call center, or service operations experience.
Experience managing multiple priorities in a fast-paced, high-volume environment.
Strong communication skills with the ability to build positive relationships over the phone and through written communication.
Excellent organizational skills with exceptional attention to detail.
Strong critical thinking and problem-solving abilities with confidence making sound business decisions.
The ability to remain calm, professional, and customer-focused while managing competing priorities.
A collaborative mindset and a commitment to delivering an outstanding customer experience.
Experience processing customer orders, supply requests, or service tickets while maintaining high levels of accuracy and customer satisfaction.
Experience working within CRM, helpdesk, ERP, or ticket management systems in a customer support or service operations environment.
Knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook, with the ability to efficiently navigate multiple software platforms simultaneously.

Nice To Haves

Experience supporting technology products, office equipment, managed services, or similar business-to-business service environments is a plus.

Responsibilities

Serve as a primary point of contact for customers by answering incoming calls professionally, courteously, and efficiently.
Process supply orders through proactive monitoring systems and customer requests to ensure customers receive the products they need before they run out.
Manage a service and supply ticket queue while meeting established service level agreements (SLAs) and departmental performance standards.
Coordinate service requests for hardware, software, and maintenance issues, ensuring customers are connected with the appropriate technical resources.
Make informed supply decisions that balance customer satisfaction, operational efficiency, and cost management.
Accurately document customer interactions, service requests, and order activity within CRM and helpdesk systems.
Collaborate with service, warehouse, dispatch, accounting, and other internal teams to ensure timely issue resolution.
Monitor customer requests from start to finish, taking ownership to ensure issues are resolved completely and accurately.
Participate in ongoing training to expand product knowledge, system expertise, and customer service skills.
Support special projects and continuous improvement initiatives that enhance the customer experience and operational performance.