Customer Experience Agent

Visual Edge IT; Lubbock (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Work-life balance

Paid time off (PTO) + holidays

Medical, dental, vision insurance

HSAs

401(k) with matching

Job summary

Visual Edge IT is seeking a customer-focused Customer Experience Agent to join our Customer Experience Center. This is an exciting opportunity for someone who enjoys helping customers, solving problems, and making a meaningful impact every day.

In this role, you’ll serve as a trusted resource for customers by managing service requests, processing supply orders, and ensuring every interaction delivers a positive experience.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Two or more years of customer service, customer support, call center, or service operations experience.
• Experience managing multiple priorities in a fast-paced, high-volume environment.
• Strong communication skills with the ability to build positive relationships over the phone and through written communication.
• Excellent organizational skills with exceptional attention to detail.

Responsibilities

• Serve as a primary point of contact for customers by answering incoming calls professionally, courteously, and efficiently.
• Process supply orders through proactive monitoring systems and customer requests to ensure customers receive the products they need before they run out.
• Manage a service and supply ticket queue while meeting established service level agreements (SLAs) and department performance standards.
• Coordinate service requests for hardware, software, and maintenance issues, ensuring customers are connected with the appropriate technical resources.
• Make informed supply decisions that balance customer satisfaction, operational efficiency, and cost management.
• Accurately document customer interactions, service requests, and order activity within CRM and helpdesk systems.
• Collaborate with service, warehouse, dispatch, accounting, and other internal teams to ensure timely issue resolution.
• Monitor customer requests from start to finish, taking ownership to ensure issues are resolved completely and accurately.
• Participate in ongoing training to expand product knowledge, system expertise, and customer service skills.
• Support special projects and continuous improvement initiatives that enhance the customer experience and operational performance.

Skills

Customer service

Communication

Organization

Problem solving

Multitasking

Teamwork

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

CRM software

Helpdesk / Ticket systems

ERP systems

Excel

Word

Outlook

Job description

Empowering Businesses. Enabling Success.
At Visual Edge IT, we help organizations nationwide harness the power of technology to work smarter, stay secure, and grow stronger. From managed IT services and cybersecurity to print solutions and document workflow, we deliver innovative, customized strategies that give our clients the edge in an ever-changing business landscape. Our nationwide network combines the personalized service of local teams with the strength and resources of a national leader—ensuring that every client gets both technology that works and people who care.
With more than two decades of experience and a team of skilled technology professionals, we pride ourselves on building partnerships that go beyond service contracts. When you join Visual Edge IT, you become part of a collaborative, solutions-driven culture where your expertise helps shape the future for businesses across the country. Together, we don’t just solve technology challenges—we create opportunities for success.
Job Summary
Visual Edge IT is seeking a customer-focused Customer Experience Agent to join our Customer Experience Center. This is an exciting opportunity for someone who enjoys helping customers, solving problems, and making a meaningful impact every day.
In this role, you\'ll serve as a trusted resource for customers by managing service requests, processing supply orders, and ensuring every interaction delivers a positive experience. You\'ll work closely with multiple departments to coordinate timely resolutions while balancing outstanding customer service with operational efficiency and cost-conscious decision-making.
If you thrive in a fast-paced environment, enjoy multitasking, and take pride in delivering exceptional customer experiences, we\'d love to hear from you.
Roles And Responsibilities

• Serve as a primary point of contact for customers by answering incoming calls professionally, courteously, and efficiently.
• Process supply orders through proactive monitoring systems and customer requests to ensure customers receive the products they need before they run out.
• Manage a service and supply ticket queue while meeting established service level agreements (SLAs) and departmental performance standards.
• Coordinate service requests for hardware, software, and maintenance issues, ensuring customers are connected with the appropriate technical resources.
• Make informed supply decisions that balance customer satisfaction, operational efficiency, and cost management.
• Accurately document customer interactions, service requests, and order activity within CRM and helpdesk systems.
• Collaborate with service, warehouse, dispatch, accounting, and other internal teams to ensure timely issue resolution.
• Monitor customer requests from start to finish, taking ownership to ensure issues are resolved completely and accurately.
• Participate in ongoing training to expand product knowledge, system expertise, and customer service skills.
• Support special projects and continuous improvement initiatives that enhance the customer experience and operational performance.

Required Skills / Experience

• High school diploma or equivalent required; associate\'s or bachelor\'s degree preferred.
• Two or more years of customer service, customer support, call center, or service operations experience.
• Experience managing multiple priorities in a fast-paced, high-volume environment.
• Strong communication skills with the ability to build positive relationships over the phone and through written communication.
• Excellent organizational skills with exceptional attention to detail.
• Strong critical thinking and problem-solving abilities with confidence making sound business decisions.
• The ability to remain calm, professional, and customer-focused while managing competing priorities.
• A collaborative mindset and a commitment to delivering an outstanding customer experience.
• Experience processing customer orders, supply requests, or service tickets while maintaining high levels of accuracy and customer satisfaction.
• Experience working within CRM, helpdesk, ERP, or ticket management systems in a customer support or service operations environment.
• Knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook, with the ability to efficiently navigate multiple software platforms simultaneously.
• Experience supporting technology products, office equipment, managed services, or similar business-to-business service environments is a plus.

At Visual Edge IT, We Are Proud To Provide
Work-Life Balance
Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and nine paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs.
Career Path
We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.
Insurance Benefits
We offer multiple plans to choose from to fit your individual needs. We offer medical, HSA, dental, vision, short-term disability, long-term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.
401(k)
Visual Edge gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.