Customer Expert - Onsite

Teleperformance•Enterprise, NV

1d•$18 - $21•Onsite

About The Position

This on-site role in Las Vegas, Nevada, supports customers through personal assistance and AI-enabled tools. The agent responds to inquiries, resolves issues, guides customers through next steps, and uses approved AI tools to research information, prepare responses, and complete routine tasks. The agent remains responsible for the quality and accuracy of assistance, reviews AI-generated content, applies judgment, and escalates matters requiring additional expertise or authorization. The work includes handling customer and partner inquiries through phone, chat, email, and other channels. Transactions may range from call transfers and in-room work-order requests to hotel, dining, event, and entertainment reservations. The role also involves explaining products and services, confirming reservations, identifying appropriate sales opportunities, documenting interactions, protecting confidential information, and collaborating with team leaders, quality coaches, and peers. A successful agent delivers a helpful, human-centered experience while using technology efficiently. They build customer trust, provide accurate information, take ownership through resolution or appropriate escalation, and meet service quality, productivity, customer satisfaction, and schedule-adherence expectations.

Requirements

Experience supporting customers in a contact center, virtual service, or digital support environment.
Experience using AI assistants, chatbots, knowledge bases, or customer relationship management systems.
Experience providing support across multiple channels, such as phone, chat, and email.
Ability to work independently and adapt to changing processes and customer needs.
Outstanding communication, listening, and analytical skills.
Strong organizational and problem-solving skills.
Ability to prioritize tasks and work well under pressure while remaining focused.
Critical thinking skills to analyze customer issues and make informed decisions.
Ability to collaborate effectively with team members, supervisors, and support departments.
Commitment to following established procedures and delivering customer service.
Proactive, solution-oriented approach focused on creating a positive customer experience.
Openness to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.

Responsibilities

Assist customers through phone, chat, email, or other communication channels, depending on the program.
Answer inbound telephone calls, chat, email, reviews, and operator calls in a skills-based environment.
Respond to inbound customer and partner digital inquiries using methods and wording defined by management.
Listen to customer needs, answer questions, and provide clear, personalized support.
Use approved AI tools to locate information, summarize interactions, draft responses, and assist with routine tasks.
Review AI-generated content for accuracy, completeness, and appropriate tone before sharing it with customers.
Identify and correct inaccurate or incomplete information using approved resources and procedures.
Guide customers through processes, help resolve concerns, and follow up on outstanding requests.
Escalate difficult, complex, sensitive, or unresolved issues to the appropriate team or Team Leader.
Explain company products and services while leading conversations and listening to customers.
Ensure reservation and other service requests are met and confirmed within management guidelines.
Identify appropriate upsell opportunities and attempt to cross-sell when a specific request cannot be met.
Present a positive view of the company and its properties when interacting with customers and fellow employees.
Document interactions accurately in customer relationship management and other business systems.
Protect customer information and follow company policies for privacy, security, responsible AI use, and confidentiality.
Meet established expectations for service quality, productivity, customer satisfaction, and schedule adherence.
Work with Quality Coaches and Team Leaders to evaluate individual performance and improve where needed.
Share observations about recurring customer issues and opportunities to improve processes, products, services, or AI tools.
Participate in one-on-one peer coaching and support the team by answering questions on the call center floor.
Support company culture and team philosophy, and comply with departmental and company policies, business ethics guidelines, and applicable regulations and procedures.