Customer Experience Agent — Tier 1

Kalkomey; United States; A distancia; USD 22.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully distributed / work from home

Employer matched 401(k)

Medical/Dental/Vision insurance

Maternity and Paternity leave

Paid vacation and holidays

Wellness allowance

EAP

Descripción de la vacante

Kalkomey Enterprises is the trusted guide to outdoor success. Our platform delivers education and tools used by agencies and outdoor enthusiasts to safely enjoy hunting, fishing, boating, and snowmobiling.

The Customer Experience Agent is the first line of contact, delivering responsive, accurate, and empathetic support across phone, email, and chat. You’ll follow established workflows, resolve routine inquiries, and escalate complex cases while maintaining a customer-first focus.

Formación

• Minimum of one year of inbound call center experience.
• Fixed shift: Tue–Fri 11:00am–8:00pm CT; Sat 8:00am–5:00pm CT.
• Experience handling inquiries via phone, email, chat.
• Empathy, patience, and customer-first mindset.
• Willingness to navigate multiple brands and policies.

Responsabilidades

• Respond to inquiries via phone, email, chat, and other channels.
• Resolve routine issues using established procedures.
• Escalate complex cases to Tier 2/3 with full context.
• Document interactions and outcomes in the CRM.
• Participate in training and quality reviews.

Conocimientos

Customer focus

Process adherence

Clear communication

Problem solving

Reliability

Continuous learning

Descripción del empleo

Kalkomey Enterprises is the trusted guide to outdoor success. Every year, millions of people rely on our platform to gain the knowledge and confidence needed to safely explore the outdoors.

Since 1995, Kalkomey has partnered with government agencies across North America to deliver the education that powers responsible outdoor recreation. Our courses and technology platforms support certification programs used by wildlife, parks, and boating agencies while helping outdoor enthusiasts develop the skills needed to safely enjoy activities like hunting, fishing, boating, and snowmobiling.

Today, Kalkomey offers more than 360 online learning experiences supported by integrated web and mobile applications. Together, these solutions help make outdoor recreation more accessible, responsible, and safe for generations to come.

We believe education builds confidence, and confidence opens the door to the outdoors.

About this opportunity

The Customer Experience Agent is the first point of contact for customers seeking assistance with products, services, and account inquiries. This role is responsible for delivering responsive, accurate, and empathetic support across all communication channels, including phone, email, and chat. The CX Agent handles routine inquiries and straightforward issue resolution, following established workflows and escalating complex cases to senior agents when appropriate. Success in this role is built on consistency, attention to process, and a genuine commitment to a positive customer experience.

You must reside in one of these US states :AR, AZ, CO, FL, GA, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI, or one of these provinces in Canada: Ontario

Schedule: This role requires availability on the following fixed shift: Tuesday through Friday, 11:00 a.m. to 8:00 p.m. CT; Saturday, 8:00 a.m. to 5:00 p.m. CT

What you\'ll do:

Customer Support & Issue Resolution

• Respond to customer inquiries via phone, email, chat, and other assigned communication channels in a timely and professional manner.
• Resolve routine customer issues efficiently, applying established procedures and exercising sound judgment to identify the best course of action.
• Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor, providing complete case context to ensure a seamless handoff.
• Follow up on open cases as required to ensure full resolution and customer satisfaction.

Knowledge & Process Adherence

• Maintain an up-to-date working knowledge of company products, services, policies, and support procedures.
• Apply established workflows and service standards consistently to ensure uniform, high-quality customer interactions.
• Accurately document customer interactions, issue details, and resolution outcomes in the CRM system.

Customer Feedback & Continuous Improvement

• Collect and record customer feedback during interactions, capturing recurring themes and pain points accurately.
• Identify patterns in customer inquiries and share observations with the CX Supervisor to inform process and product improvements.
• Participate in team meetings, training sessions, and coaching conversations to develop skills and stay current on process changes.
• Work cooperatively with fellow agents and support staff to maintain service continuity and shared queue coverage.
• Contribute to a positive team environment by sharing knowledge, supporting colleagues, and upholding a customer-first culture.
• Liaise with other departments as directed by the CX Supervisor to resolve cross-functional customer issues.

Performance & Quality Standards

• Meet or exceed individual key performance indicators (KPIs) including, but not limited to, response time, first-contact resolution (FCR), and customer satisfaction (CSAT).
• Maintain quality standards in all customer interactions, including accuracy, tone, and adherence to brand guidelines.
• Participate in quality assurance reviews and apply feedback to improve individual performance.

What you\'ll need:

• Ability to work a fixed shift of Tuesday through Friday, 11:00 a.m. to 8:00 p.m. CT; Saturday, 8:00 a.m. to 5:00 p.m. CT
• Minimum of one year of experience in an inbound call center environment, preferably supporting multiple brands.
• Customer Focus – Approaches every interaction with empathy and patience, prioritizing the customer\'s needs and working to ensure a positive resolution. Maintains professionalism and composure when handling difficult or frustrated customers.
• Process Adherence – Follows established workflows, service standards, and documentation requirements consistently. Understands that adherence to procedure is foundational to delivering reliable, high-quality support at scale.
• Clear Communication – Conveys information, solutions, and next steps clearly and concisely across written and verbal channels. Adjusts tone and language appropriately for the customer and the nature of the inquiry.
• Problem Solving – Assesses customer issues methodically, applies available knowledge and tools to identify solutions, and recognizes when escalation is the appropriate course of action. Does not allow cases to stall without clear next steps.
• Reliability & Ownership – Takes responsibility for assigned interactions through to resolution. Follows through on commitments to customers and colleagues, and maintains consistent attendance and output in a team-dependent environment, including the required Sunday–Thursday or Tuesday–Saturday shift, weekday evenings, and some holidays.
• Continuous Learning – Actively engages with training, coaching, and feedback as opportunities to develop. Keeps product and policy knowledge current and applies new learning promptly in day-to-day work.

What we offer:

In addition to a competitive salary and annual bonus, we offer these great benefits:

• We are a fully distributed company– unless specificallyindicatedin the job description, this is a work from home position
• Employer matched 401(k)
• Medical/Dental/Vision insurance with generous employer contributions (including HSA)
• Maternity and Paternity leave and benefits
• Threeweeks of paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule
• Annual wellness allowance, as well as a paid mental health day once a year for when you need it
• Automatic WFH contribution to each paycheck
• Employee Assistance Program (EAP)

Kalkomeyis an equalopportunityemployer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Kalkomey is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]