Customer Experience Representative

Young World Physical Education; Houston (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

A customer service organization based in Houston seeks a dedicated Support Staff member to provide exceptional support and service to customers. This role requires a high school diploma, four years of customer service experience, and strong interpersonal and problem-solving skills. Candidates must be proficient in Microsoft Office and able to work collaboratively to enhance customer satisfaction. The ideal candidate will handle inquiries with professionalism and empathy in a fast-paced environment.

Qualifications

• Four years of experience in customer service with direct customer contact.
• Experience leading customer service initiatives.
• Ability to maintain composure under pressure.

Responsibilities

• Assist internal and external customers with inquiries.
• Manage data entry and customer service processes.
• Resolve service problems efficiently.
• Collaborate with internal teams to improve processes.
• Educate customers about services and resources.

Skills

Interpersonal skills

Communication skills

Problem-solving skills

Customer service skills

Microsoft Office proficiency

Attention to detail

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

CRM system (PACE/eps)

Job description

Starting Date: Immediately

Job Description

Classification: Support Staff

Exemption Status/Test: Non‑exempt

Job Grade: 4

Department: Customer Experience

Reports To: Supervisor, Customer Experience

Job Goal:

To deliver exceptional service and support by actively listening to customer needs, resolving inquiries efficiently, and ensuring a positive, personalized experience that builds trust and promotes loyalty—while aligning with the organization’s values, service standards, and performance goals.

Qualifications

Education:

High school diploma or GED

Experience:

• Four years of experience in a customer service environment with direct customer contact, including phone, email, and face‑to‑face interactions
• Experience leading customer service initiatives

Special Knowledge and Skills:

• Excellent interpersonal, communication, problem‑solving, and customer service skills
• Strong proficiency in the use of the Microsoft Office suite of products, including Word, Outlook, and Excel
• Ability to learn quickly and utilize Region 4’s new CRM system (PACE/eps)
• Skill in reviewing, comparing, and interpreting data to assist in problem‑solving and troubleshooting discrepancies in records and reports
• Ability to work across multiple teams with tight timelines to achieve success
• Ability to maintain a composed, positive, and empathetic demeanor
• Ability to prioritize multiple tasks, projects, ad‑hoc requests, and deliver results by completing customer requests in a timely fashion
• High attention to detail
• Demonstrates patience, active listening, and professionalism, even under pressure or in challenging interactions.

Major Responsibilities

• Assist internal and external customers by responding to phone calls, e‑mails, and in‑person inquiries in a positive professional manner with minimal errors.
• Provide support by accurately entering and managing data in applications, reports, or in response to customer requests.
• Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
• Communicate and elevate problems and workflow issues in a timely manner to promote a customer‑focused, positive, and cooperative work environment.
• Collaborate with team members to improve and develop processes designed to increase efficiency and effectiveness.
• Provide feedback and firsthand knowledge in expanding customer service FAQs and SOPs.
• Provide assistance as needed to Region 4 professional staff.
• Establish key departmental contacts for accurate referral of internal and external customer calls.
• Provide face‑to‑face service to customers entering McKinney Conference Center as needed.
• Maintain high satisfaction by providing timely assistance, fostering positive relationships, and continuously seeking opportunities to improve the customer journey across all touchpoints.
• Uphold a positive and solution‑oriented tone in all interactions to enhance customer satisfaction and trust.
• Monitor and meet individual performance goals related to response time, resolution rate, and satisfaction scores.
• Maintain accurate documentation of customer interactions and feedback in the designated CRM system.
• Collaborate with internal departments to resolve issues and improve customer‑facing processes.
• Educate customers about products, services, policies, and available resources.

Physical Demands / Environmental / Mental Demands

Frequent use of standard office equipment; prolonged sitting; occasional bending or stooping, pushing or pulling, and twisting; repetitive hand motions (typing or using a mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.