Customer Experience Representative

Arkansas Talent Group; Little Rock (AR); On-site; USD 42,000 - 64,000; Full time

Job summary

Arkansas Talent Group is seeking a proactive Customer Experience Specialist to join the customer support team for a well-established Telecommunications Company in Little Rock, AR. You will own the customer journey from onboarding through ongoing support, delivering value-added service beyond the initial ask.

The role emphasizes relationship-building, proactive problem-solving, and ensuring customers feel confident and informed at every touchpoint.

Responsibilities

• Serve as an early point of contact for new customers, guiding them through onboarding and initial setup to ensure a confident, informed start
• Proactively reach out with check-ins and touchpoints designed to catch friction points before they become escalations
• Identify usage pain points and deliver tailored solutions and educational materials as a standard part of the customer relationship, not just when asked
• Own the customer relationship end-to-end, from onboarding through ongoing support, rather than treating each contact as an isolated transaction
• Follow up consistently to confirm full resolution and lasting satisfaction, not just ticket closure
• Provide support across all systems customers use, including internal platforms and partner-provided systems, including issues that are technical in nature
• Help customers get the most out of products and services with best-use guidance, educational resources, and walkthroughs of new or unfamiliar functionality
• Manage all customer service communication channels (phone, email, chat) effectively and efficiently
• Analyze customer complaints and inquiries to accurately identify root cause
• Research and resolve product escalations, including those related to partner program commissions
• Collaborate with partners and internal teams to build solutions that prevent recurrence and support customers holistically
• Resolve escalations in a timely, effective manner
• Share customer feedback and feature requests with internal teams to drive product and process improvement

Job description

About the job Customer Experience Representative

Arkansas Talent Group is seeking a proactive, relationship-driven Customer Experience Specialist to join the customer support team at a well-established Telecommunications Company in Little Rock, AR. This is a great opportunity for a customer-focused professional who wants real ownership over the customer journey — not just closing tickets, but shaping how customers experience from their very first interaction onward.

About the Role

As a Customer Experience Specialist, you'll blend proactive relationship-building with sharp, responsive problem-solving. You'll guide new customers through onboarding, anticipate needs before they become issues, and deliver value-added service that goes beyond the initial ask. If you take pride in following a customer's journey through to full resolution rather than passing it along, this role gives you the scope to do exactly that.

What You'll Be Doing

• Serve as an early point of contact for new customers, guiding them through onboarding and initial setup to ensure a confident, informed start
• Proactively reach out with check-ins and touchpoints designed to catch friction points before they become escalations
• Identify usage pain points and deliver tailored solutions and educational materials as a standard part of the customer relationship, not just when asked

Value-Added Service & Holistic Ownership

• Treat every interaction as an opportunity to add value beyond the customer's original request, anticipating adjacent needs and offering solutions the customer may not have known to ask for
• Own the customer relationship end-to-end, from onboarding through ongoing support, rather than treating each contact as an isolated transaction
• Follow up consistently to confirm full resolution and lasting satisfaction, not just ticket closure

Customer Support & Technical Assistance

• Identify, research, and support accounts across multiple business verticals
• Provide support across all systems customers use, including internal platforms and partner-provided systems, including issues that are technical in nature
• Help customers get the most out of products and services with best-use guidance, educational resources, and walkthroughs of new or unfamiliar functionality
• Manage all customer service communication channels (phone, email, chat) effectively and efficiently

Problem Diagnosis & Resolution

• Analyze customer complaints and inquiries to accurately identify root cause
• Research and resolve product escalations, including those related to partner program commissions
• Collaborate with partners and internal teams to build solutions that prevent recurrence and support customers holistically
• Resolve escalations in a timely, effective manner

Process Improvement & Documentation

• Share customer feedback and feature requests with internal teams to drive product and process improvement