Customer Experience Agent — Tier 1

Jobgether; Pennsylvania; Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

Fully remote

Health insurance

12 paid holidays

Annual wellness allowance

Mental health support

EAP

Remote work contribution

Job summary

Jobgether is seeking a Customer Experience Agent — Tier 1 to join a fully distributed team in the United States. You will handle inquiries via phone, email, and chat, resolve routine issues, and escalate complex cases with clear documentation.

A strong customer-focus and problem-solving mindset are essential for delivering consistent, high-quality support. You will maintain product knowledge, follow workflows, and contribute to ongoing service improvements while meeting performance metrics and

Qualifications

• At least one year in an inbound call center environment.
• Strong customer service with empathy, patience and a genuine commitment to satisfaction.
• Excellent written and verbal communication across phone, email and chat.
• Ability to document accurately in CRM and follow workflows.
• Manage multiple interactions in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via phone, email, chat and other channels with timely, professional assistance.
• Resolve routine questions using established procedures and available resources.
• Escalate complex issues to Tier 2 or Tier 3 with complete documentation.
• Follow up on open cases to ensure complete resolution and clear next steps.
• Maintain up-to-date product knowledge and policies for accurate guidance.
• Document interactions and outcomes in the CRM system.
• Collect customer feedback and share insights with the supervisor.

Skills

Customer service

Communication skills

Empathy

CRM documentation

Tools

CRM system

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Agent — Tier 1 based in the United States. The Customer Experience Agent — Tier 1 serves as the first point of contact for customers seeking assistance with products, services, and account-related questions. In this role, you will deliver timely, accurate, and empathetic support across phone, email, and chat channels, helping customers resolve routine issues and navigate available services. You will follow established support procedures, document interactions carefully, and elevate complex cases to the appropriate teams when necessary. By maintaining strong product knowledge and focusing on customer satisfaction, you will contribute to a consistent, high-quality support experience. Working within a collaborative, fully distributed team, you will also help identify recurring customer concerns and share insights that support continuous improvement. This opportunity is ideal for a dependable, customer-focused professional who enjoys problem-solving, clear communication, and making a positive difference in every interaction.

Responsibilities

• Central Time, and Saturday, 8:00 a.m. Customer Support and Communication: Respond to customer inquiries through phone, email, chat, and other assigned channels, providing timely, professional, and helpful assistance.
• First-Level Issue Resolution: Investigate and resolve routine customer questions and problems using established procedures, available resources, and sound judgment.
• Case Escalation: Identify complex, sensitive, or unresolved issues and **escalate** them to Tier 2 or Tier 3 agents or the Customer Experience Supervisor, ensuring that all relevant details are documented for a smooth handoff.
• Customer Follow-Up: Monitor open cases and follow up when necessary to ensure issues are resolved completely and customers receive clear updates on next steps.
• Product and Policy Knowledge: Maintain current knowledge of products, services, account processes, company policies, and customer support procedures to provide accurate information.
• Process Compliance: Follow established workflows, service standards, documentation requirements, and communication guidelines to ensure consistent, high-quality customer interactions.
• CRM Documentation: Accurately record customer interactions, reported issues, actions taken, and resolution outcomes in the customer relationship management (CRM) system.
• Customer Feedback Collection: Capture customer feedback, recurring questions, and common pain points, sharing relevant observations with the supervisor to support service and product improvements.
• Team Collaboration: Work closely with fellow agents and support staff to maintain service continuity, manage shared queues, exchange knowledge, and contribute to a positive team environment.
• Cross-Functional Coordination: Collaborate with other departments, as directed, to help resolve customer concerns that require additional expertise or support.
• Performance and Quality Management: Meet or exceed individual performance indicators, including response times, first-contact resolution (FCR), and customer satisfaction (CSAT).
• Quality Assurance and Development: Participate in quality reviews, team meetings, training sessions, and coaching discussions, applying feedback to improve performance and remain informed about process changes.
• Reliable Service Delivery: Maintain consistent attendance, productivity, professionalism, and ownership of assigned interactions, including adherence to the required work schedule and applicable holiday coverage expectations.

Requirements

• At least one year of experience in an inbound call center environment is required; experience supporting multiple brands is preferred.
• Central Time, and Saturday, 8:00 a.m. Strong customer service skills, with the ability to approach every interaction with empathy, patience, and a genuine commitment to customer satisfaction.
• Excellent written and verbal communication skills, including the ability to explain solutions, policies, and next steps clearly and concisely across different communication channels.
• Ability to remain professional, calm, and composed when assisting frustrated customers or managing challenging interactions.
• Demonstrated commitment to following established workflows, service standards, quality guidelines, and documentation procedures consistently.
• Strong attention to detail and the ability to maintain accurate CRM records and communicate complete, reliable case information.
• Ability to manage multiple customer interactions and competing priorities in a structured, fast-paced support environment.
• Collaborative mindset, with a willingness to share knowledge, support colleagues, and coordinate with other teams to resolve customer concerns.
• Openness to continuous learning, including active participation in training, coaching, quality reviews, and feedback-driven development.
• Ability to adapt to updated products, policies, procedures, and support tools while maintaining high service standards.
• Flexibility to accommodate applicable holiday coverage and the operational needs of a customer support team.

Benefits

• Competitive salary and eligibility for an annual bonus.
• Fully remote work: Work from home as part of a fully distributed organization.
• Retirement savings: Health insurance: Medical, dental, and vision coverage with generous employer contributions.
• Health Savings Account: Family support: Paid holidays: 12 paid holidays each year.
• Community involvement: One paid community service day annually.
• Flexible work arrangements: A flexible work schedule within the requirements of the assigned shift.
• An annual allowance to support personal health and well-being.
• Mental health support: Remote work contribution: An automatic work-from-home contribution included in each paycheck.
• Employee Assistance Program (EAP): Access to additional personal support and assistance resources.
• Opportunities to build customer service expertise through training, coaching, and ongoing feedback.

A commitment to equal employment opportunity, diversity, accessibility, and reasonable accommodations throughout the hiring process.