Customer Experience Specialist

SentriLock; Olde West Chester (OH); On-site; USD 35,000 - 55,000; Full time

Job summary

SentriLock, located in Olde West Chester, Ohio, is seeking a Customer Experience Specialist 1 to provide exceptional customer support through phone, email, chat, and text. This full-time role requires strong communication and technical troubleshooting skills.

The ideal candidate will have a High School Diploma or equivalent, with a preference for an Associate’s Degree in technology, along with customer service experience. Proficiency in Microsoft Office and bilingual abilities are advantageous.

Qualifications

• 1+ year customer service experience is required.
• 1+ year contact center and/or technical support experience is preferred.
• Strong verbal and written communication skills are essential.

Responsibilities

• Deliver level 1 account and technical support via various channels.
• Log and code customer interactions accurately.
• Collaborate with coworkers on support documentation.

Skills

Customer relationship skills

Communication skills

Technical troubleshooting skills

Bilingual fluency (French, Spanish, Chinese)

Proficiency in Microsoft Office Suite

Education

High School Diploma or Equivalent

Associate’s Degree in technology

Tools

Microsoft Office Suite (Word, Excel, Outlook)

Job description

Job Type: Full-time

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.
• Perform 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.