Customer Service Specialist - TX

XACT • El Paso, TX

28d • Remote

About The Position

We are looking for energetic individuals who have an interest in providing our clients' customers with excellent customer service support from your secure home office. We aim to delight every customer every day. As a Customer Care Representative, you’ll play a key role in helping customers achieve their goals—whether it’s finding the perfect product, resolving an issue, or ensuring a smooth order process. You’ll use your empathy, resourcefulness, and problem-solving skills to deliver exceptional service that leaves a lasting impression. If you thrive on making customers successful and are motivated to turn challenges into wins, we’d love to hear from you. XACT@Home is only available in AL, FL, GA, ME, MD, MS, NC, PA, VA, TX currently. Please check back later for availability in your state.

Requirements

• High school diploma or equivalent
• Strong communication, interpersonal, and decision-making skills
• A proactive, positive attitude with a focus on solutions and customer satisfaction
• Ability to multitask and prioritize in a fast-paced environment
• Ability to type at a minimum 40 WPM
• Ability to remain in a stationary position for prolonged periods while working at a computer
• Ability to communicate effectively with customers over the phone and via email or live chat
• Must be able to perform repetitive tasks, such as typing, with attention to detail
• Be able to type 40 words per minute or greater
• High-speed DSL or cable connection, rated at least 10 MB download speed and 2 MB upload speed
• Dedicated home office space, which is free from distraction, and with a door that can be closed and locked
• Your workspace must be a dedicated working environment that is used exclusively by you
• A personal desktop computer running a licensed version of Windows 10 Pro or higher, with 8 GB of RAM
• Laptops are not eligible for the work-at-home agent program
• Must have Remote Desktop Connection (RDC) installed
• A 19″ flat panel monitor (minimum)
• A webcam, for training, compliance, and collaboration purposes
• A wired network connection (wireless is not permitted)
• An approved-brand USB headset for VOIP with noise cancellation
• A modern mobile phone (iOS or Android) that can be used for multi-factor authentication purposes
• Must have iOS 15 or greater, or Android OS 11 or greater

Nice To Haves

• Some college coursework is a plus
• Prior customer service experience is ideal
• Experience with Google Workspace and CRM systems is a bonus
• Windows 11 Pro is preferred
• Multiple displays recommended and preferred (for monitor)
• Apple or Samsung brand preferred (for mobile phone)

Responsibilities

• Be a trusted resource for customers, assisting them via phone, email, and live chat with product selection, order questions, and everything in between
• Use active listening and genuine curiosity to understand customers’ needs and challenges, and then recommend solutions that exceed expectations
• Approach customer interactions with a "How can I make this easy for the customer?" mindset, removing the burden of extra work from the customer and inspiring confidence
• Communicate clearly with other departments to ensure timely order processing and delivery
• Meet established performance metrics and continually set goals for professional growth
• Maintain accurate and detailed records of customer interactions to keep things streamlined and efficient
• Identify opportunities to enhance the customer experience through thoughtful upselling, cross-selling, or problem-solving
• Stay informed on product offerings, promotions, and industry trends so you can offer the best guidance to our customers
• Contribute to projects and other tasks as needed to support company growth

Benefits

• Paid time off (PTO) program
• Flexible scheduling (Set schedules, split shifts, and on-demand shift availability)
• Company group health plan through United Healthcare (for full-time team members)
• Dental insurance through Sun Life (low- and high-benefit plan options)
• VSP vision insurance
• Supplemental products through Allstate (including accident, disability, and other coverage choices)
• Safe, comfortable working environments designed with your well-being in mind (in call centers)
• Tools, technology, and 24x7 support

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees