Customer Experience Agent | CSR | CEA
About The Position
The Call Center Customer Experience Agent is responsible for delivering high-quality customer service by handling inquiries, resolving issues, and supporting clients throughout their service journey. This role requires strong communication skills, attention to detail, and the ability to manage a high volume of interactions across phone, email, and chat platforms. This position works closely with internal teams including Quality Assurance, Training, Supervisors, and Leadership to ensure alignment with current processes and service standards.
Requirements
- High school diploma or GED
- Minimum of 6 months of customer service experience, preferably in a call center or high-volume environment
- Strong verbal and written communication skills
- Excellent listening and interpersonal skills
- Ability to multitask and manage multiple systems simultaneously
- Strong attention to detail and data entry accuracy
Nice To Haves
- Some college or undergraduate coursework
- Experience in workforce services, human services, or benefits programs
Responsibilities
- Respond to inbound customer inquiries via phone, email, and chat in a timely and professional manner
- Conduct outbound calls to follow up on inquiries and provide updates
- Deliver empathetic, customer-focused service while ensuring a positive experience
- Strive for first-call resolution and high customer satisfaction on every interaction
- Gather and verify customer information to ensure accuracy and completeness
- Maintain detailed and accurate records of all customer interactions in accordance with established guidelines
- Provide clear explanations of processes, procedures, and available services
- Refer customers to appropriate third-party workforce or support services as needed
- Ensure all interactions meet established quality assurance standards
- Collaborate with QA Analysts, Trainers, and Supervisors to stay current on processes and service expectations
- Identify opportunities for process improvement and provide feedback to leadership
- Maintain productivity and performance metrics in a high-volume environment
- Participate in training sessions and ongoing development opportunities
- Stay informed on new programs, policies, and service updates
- Report system or equipment issues to leadership as needed
Benefits
- Medical, dental, and vision coverage
- Life and disability insurance
- Additional voluntary benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
