Customer Experience SME — 90-Day Contract

IntouchCX; Mesa (AZ); On-site; USD 52,000 - 72,000; Full time

Job summary

IntouchCX in Mesa, AZ is seeking a Subject Matter Expert (CSR2) on a temporary 90-day contract to guide our Customer Service Representatives and ensure high-quality customer interactions.

The role emphasizes coaching, performance feedback, process knowledge, and strong communication; you will collaborate with clients and leadership to promote excellence while adapting to change and shifting schedules.

Qualifications

• High school diploma or equivalent required.
• 2+ years in call center or customer service experience.
• Coaching and mentoring experience is preferred.
• Knowledge of call center systems, ACD/IVR and performance metrics.
• Strong communication and MS Office skills (Word, Excel and PowerPoint).

Responsibilities

• Provide frontline direction to CSRs and ensure quality service in every customer interaction.
• Coach and mentor team members; administer feedback and training needs.
• Represent client partners and learn brand knowledge and promotions.
• Perform other duties as assigned.
• Work varied shifts including days, evenings and holidays.

Skills

Communication

Leadership

Coaching and mentoring

Analytical thinking

Problem solving

Flexible shifts

Typing 30 WPM

Adaptability

Time management

Customer service experience

Education

High school diploma or equivalent

Tools

MS Office (Word, Excel, PowerPoint)

Job description

IntouchCX in Mesa, AZ is seeking a Subject Matter Expert (CSR2) on a temporary 90-day contract to guide our Customer Service Representatives and ensure high-quality customer interactions.

The role emphasizes coaching, performance feedback, process knowledge, and strong communication; you will collaborate with clients and leadership to promote excellence while adapting to change and shifting schedules.