Customer Experience Specialist

SentriLock; Kentucky; On-site; USD 35,000 - 45,000; Full time

Job summary

SentriLock, based in Kentucky, is seeking a Customer Experience Specialist 1 to provide technical support in a fast-paced contact center. The ideal candidate will have strong customer relationship skills and proficiency in Microsoft Office Suite.

Responsibilities include delivering support through various channels, logging customer interactions, and maintaining knowledge of company products. This role requires at least a high school diploma and customer service experience.

Qualifications

• 1+ year customer service experience required.
• 1+ year contact center and/or technical support experience preferred.
• Bilingual fluency in French, Spanish, or Chinese preferred.

Responsibilities

• Deliver level 1 account and technical support via phone, email, chat, and text.
• Respond professionally to all customer contacts.
• Log and code customer interactions accurately.

Skills

Customer relationship skills

Technical troubleshooting

Communication skills

Microsoft Office Suite proficiency

Education

High School Diploma or Equivalent

Associate's Degree in technology

Job description

Description

Role Overview: The Customer Experience Specialist 1 delivers world‑class, external technical support in an omnichannel contact center. This role demands excellent customer relationship, communication, and technical troubleshooting skills.

Responsibilities and Duties

• Deliver level 1 account and technical support via phone, email, chat, and text.
• Respond professionally to all customer contacts within required service levels.
• Log and code customer interactions, incidents, requests, and escalations accurately in case management system.
• Follow standard operating procedures for security, repairs, and replacements.
• Escalate unresolved issues through the appropriate help channels.
• Collaborate with coworkers to update support documentation and participate in project teams.
• Complete all required company training certifications.
• Maintain knowledge on company products, industry trends, and technology advances.
• Performs other related duties as assigned to support the organization’s goals and objectives.

Requirements

• High School Diploma or Equivalent – Required
• Associate's Degree in technology – Preferred
• 1+ year customer service experience – Required
• 1+ year contact center and/or technical support experience – Preferred
• Written and verbal bilingual fluency (French, Spanish, Chinese) – Preferred
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite including Word, Excel, and Outlook.
• Ability to type, talk/listen to calls, look at a computer screen, and/or sit for long periods of time.