Customer Experience Agent

Sales Match; Trenton (NJ); Remote; USD 42,000 - 63,000; Full time

Benefits offered by this job

Fully remote work

Structured onboarding and training

Regular check-ins with team lead

Develop customer interaction andTroubl

Health coverage

Paid leave and maternity leave

Bonus opportunities

Stipends

Job summary

Sales Match is seeking a Customer Experience Agent to handle product questions, account access issues, and service follow-ups. This fully remote role is based in New Jersey, with a 40-hour weekly commitment and varying shifts.

You will collaborate with the customer service team lead and other agents to ensure consistent answers and timely resolutions. Training on named systems and processes is provided.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience helping customers through telephone, email, or online conversations is preferred.
• Ability to learn named customer service systems and move between conversations, reference materials, and notes.
• Clear written and spoken communication, with ability to adjust explanations for different levels of customer familiarity.
• Authorization to work in the United States.

Responsibilities

• Receive customer questions through tickets, calls, emails, and chat; assess urgency before action.
• Review prior interactions in CRM to avoid repeating information.
• Use approved information to explain features and guide setup steps.
• Record issues, checks, and actions in Zendesk with clear notes.
• Handle calls via Talkdesk; confirm understanding and summarize next steps.
• Respond via LiveChat with clear explanations and verify customer understanding.
• Troubleshoot routine problems following approved guidance and confirm resolution.
• Escalate unresolved issues with context and attempted steps.
• Follow up on requests; share progress and gather feedback.
• Close requests after confirming outcomes with quality notes and guidance.

Skills

Customer service

Clear communication

System learning

Organization

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Talkdesk

LiveChat

Job description

Job Title: Customer Experience Agent

Monthly Pay: $3,777 - $5,661 USD per month

Summary:

Product questions, account access difficulties, and service follow-ups make up the daily work of this Customer Experience Agent. You help customers understand available services, resolve routine concerns, and move forward with clear next steps. The position sits within the customer support team and works under a customer service team lead. You collaborate with other agents and service specialists to keep answers consistent and customer requests moving toward resolution. This fully remote position lets you work from home in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through assigned service tickets, incoming calls, emails, and chat conversations, identifying the request and its urgency before taking action.
• Review previous interactions in a CRM such as Salesforce to understand the customer's situation and avoid asking them to repeat information already provided.
• Use approved product and service information to answer questions, explain available features, and guide customers through routine account access and initial setup steps.
• Manage service tickets in a support platform such as Zendesk, recording the issue, checks completed, guidance given, and next action in clear notes.
• Handle telephone conversations through a contact-center phone system such as Talkdesk, confirming understanding and summarizing agreed next steps before ending each call.
• Respond through a live chat such as LiveChat, using clear explanations and checking that customers can follow the suggested steps without unnecessary confusion.
• Troubleshoot routine service problems step by step, checking approved guidance and confirming whether each action resolves the customer's stated concern.
• Escalate unresolved or unfamiliar issues to the customer service team lead or appropriate service specialist, including relevant context and steps already attempted.
• Follow up on open requests, share progress updates, capture customer feedback, and flag recurring questions that could improve the customer experience.
• Close completed requests after confirming the outcome; quality is judged through accuracy, turnaround, complete notes, appropriate follow-up, and adherence to approved service guidance.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience helping customers through telephone, email, or online conversations is preferred.
• Basic understanding of customer service practices, including respectful questioning, clear explanations, and confirming that a concern has been addressed.
• Ability to learn the named customer service systems and move between customer conversations, reference materials, and interaction notes.
• Clear written and spoken communication, with the ability to adjust explanations to different levels of customer familiarity.
• Patient approach to troubleshooting, customer onboarding questions, and conversations with customers who need additional guidance or reassurance.
• Ability to organize assigned requests, maintain accurate notes, recognize unresolved issues, and follow established escalation steps.
• A reliable computer, high-speed internet, and a quiet private workspace, plus availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named systems, service reference materials, and standard customer interaction procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen day-to-day service delivery.
• Build practical skills in customer interaction management, troubleshooting, customer onboarding, and interpreting customer feedback.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.