Customer Experience Agent

Nesco Resource•Louisville, KY

About The Position

The Customer Experience Agent provides exceptional customer service by sharing account details, explaining product information, and promoting programs to tax professionals and their clients. The role handles a high volume of inbound and outbound customer interactions, completes and documents customer requests, and helps maintain call center service and quality standards. The agent also alerts leadership to customer issues or staff incidents and performs other duties as assigned.

Requirements

High school diploma or GED.
Proven experience in a call center environment.
Computer and data entry skills.
Proficient verbal and written communication skills.
Ability to navigate system applications quickly to obtain and provide accurate account information.
Ability to work in a busy, high-stress environment.

Nice To Haves

Experience in a financial or banking environment.
Proficiency in Excel spreadsheets.
Prior experience using chat or email as a customer response channel.
Bilingual ability.

Responsibilities

Answer incoming calls within 30 seconds or less.
Handle 50 or more inbound calls daily.
Conduct outbound call campaigns to existing customers.
Provide accurate account information and explain products and programs to tax professionals and their clients.
Complete customer request forms.
Document each incoming and outbound call for trend analysis.
Alert leadership to customer issues or staff incidents occurring in the call center.
Manage multiple customer interactions while maintaining accuracy.
Maintain overall call volume and service levels at 90% or above.
Maintain a monthly Quality Call Monitor average of 90% or above.
Perform other duties as assigned.