Customer Experience Rep

Kforce Inc; San Antonio (TX); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

401(k)

Life insurance

Disability insurance

Paid time off

Paid sick leave

Job summary

Kforce Inc. in San Antonio, TX is seeking a Customer Experience Representative to be the first point of contact for customers, resolving issues with professional and empathetic communication to ensure a positive experience. You will document interactions and help drive improvements while staying calm under pressure.

Join a dynamic support team in a fast-paced environment, providing excellent service across phone, chat, and email channels and contributing to product and service enhancements.

Qualifications

• 1+ years of experience in a customer service, contact center, or support role (preferred but not required)
• Strong verbal and written communication skills
• High emotional intelligence and active listening skills
• Tech-comfortable - able to learn and navigate multiple systems/tools
• Reliable, organized, and a proactive problem-solver
• Ability to remain calm and professional under pressure

Responsibilities

• Respond promptly to customer inquiries via phone, chat, or email with professionalism and care
• Resolve customer concerns related to orders, services, promotions, or general support
• Accurately document customer interactions and resolutions in internal systems
• Participate in daily team huddles to share insights and updates on customer experience trends
• Escalate complex issues appropriately and follow up to ensure resolution
• Analyze feedback to help identify recurring issues and improvement opportunities

Skills

Customer service

Active listening

Communication

Tech-savvy

De-escalation

CRM software

Ticketing systems

Tools

CRM software

Ticketing systems

Job description

Responsibilities

Kforce has a client in San Antonio, TX that is seeking a Customer Experience Representative to join a growing support team within a dynamic and fast-paced organization. Summary: As a Customer Experience Representative, you will be the first point of contact for customers, helping to resolve issues and ensure a positive experience through professional and empathetic communication. This role is critical in ensuring customer satisfaction by efficiently resolving complaint tickets and contributing to the enhancement of our applications features. This role is ideal for individuals who enjoy solving problems, staying calm under pressure, and making meaningful connections with customers. Your ability to actively listen, de-escalate issues, and offer helpful solutions will be key to your success. Responsibilities:

• Respond promptly to customer inquiries via phone, chat, or email with professionalism and care
• Resolve customer concerns related to orders, services, promotions, or general support
• Accurately document customer interactions and resolutions in internal systems
• Participate in daily team huddles to share insights and updates on customer experience trends
• Escalate complex issues appropriately and follow up to ensure resolution
• Analyze feedback to help identify recurring issues and improvement opportunities

Requirements

• 1+ years of experience in a customer service, contact center, or support role (preferred but not required)
• Strong verbal and written communication skills
• High emotional intelligence and active listening skills
• Tech-comfortable - able to learn and navigate multiple systems/tools
• Reliable, organized, and a proactive problem-solver
• Ability to remain calm and professional under pressure

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.