Customer Experience Agent — Tier 1

Kalkomey Enterprises, LLC

11d•Remote

About The Position

The Customer Experience Agent is the first point of contact for customers seeking help with products, services, and account inquiries. The role provides responsive, accurate, and empathetic support by phone, email, chat, and other assigned channels. The agent handles routine inquiries and straightforward issue resolution using established workflows, and escalates complex, sensitive, or unresolved cases to senior agents or the CX Supervisor. The position requires maintaining current knowledge of company products, services, policies, and procedures; accurately documenting interactions in the CRM; and collecting customer feedback to help identify recurring issues and opportunities for improvement. The agent collaborates with colleagues and other departments, participates in training and quality reviews, and works toward performance standards including response time, first-contact resolution, and customer satisfaction. This is a work-from-home position for candidates residing in specified U.S. states or Ontario, Canada. The fixed schedule is Tuesday through Friday, 11:00 a.m. to 8:00 p.m. CT, and Saturday, 8:00 a.m. to 5:00 p.m. CT.

Requirements

Reside in one of the listed U.S. states (AR, AZ, CO, FL, GA, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, or WI) or in Ontario, Canada.
Be available for the fixed Tuesday-through-Friday, 11:00 a.m. to 8:00 p.m. CT, and Saturday, 8:00 a.m. to 5:00 p.m. CT shift.
At least one year of experience in an inbound call center environment.
Customer focus, empathy, patience, professionalism, and composure when handling difficult or frustrated customers.
Consistent adherence to established workflows, service standards, and documentation requirements.
Clear and concise written and verbal communication, with the ability to adjust tone and language to the customer and inquiry.
Methodical problem-solving skills and the ability to recognize when escalation is appropriate.
Reliability, ownership, follow-through, consistent attendance, and output in a team-dependent environment.
Willingness to engage with training, coaching, and feedback and to keep product and policy knowledge current.

Nice To Haves

Experience supporting multiple brands in an inbound call center environment.

Responsibilities

Respond to customer inquiries through phone, email, chat, and other assigned communication channels in a timely and professional manner.
Resolve routine customer issues by applying established procedures and sound judgment.
Escalate complex, sensitive, or unresolved cases to Tier 2 or Tier 3 agents or the CX Supervisor, providing complete case context.
Follow up on open cases as needed to ensure resolution and customer satisfaction.
Maintain current working knowledge of company products, services, policies, and support procedures.
Apply established workflows and service standards consistently.
Document customer interactions, issue details, and resolution outcomes accurately in the CRM system.
Collect and record customer feedback, including recurring themes and pain points.
Share observations about inquiry patterns with the CX Supervisor to support process and product improvements.
Participate in team meetings, training sessions, and coaching conversations.
Work cooperatively with fellow agents and support staff to maintain service continuity and shared queue coverage.
Share knowledge, support colleagues, and contribute to a positive, customer-first team environment.
Liaise with other departments as directed by the CX Supervisor to resolve cross-functional customer issues.
Meet or exceed individual KPIs, including response time, first-contact resolution, and customer satisfaction.
Maintain quality standards for accuracy, tone, and adherence to brand guidelines.
Participate in quality assurance reviews and apply feedback to improve performance.

Benefits

Competitive salary and annual bonus.
Employer-matched 401(k).
Medical, dental, and vision insurance with employer contributions, including HSA.
Maternity and paternity leave and benefits.
Three weeks of paid vacation.
12 paid holidays.
Paid community service day.
Flexible work schedule.
Annual wellness allowance.
One paid mental health day per year.
Automatic work-from-home contribution to each paycheck.
Employee Assistance Program (EAP).