Customer Experience Specialist (Part-time Remote)

Thomas & Company; Nashville (TN); Remote; USD 60,000 - 80,000; Part time

Job summary

A leading service provider in Nashville is seeking a Customer Experience Specialist to support their verifications line of business. Responsibilities include managing high volumes of inquiries via phone, chat, and email, while providing exceptional customer service. Ideal candidates should have a high school diploma and some call center experience, with flexibility to work part-time hours. This position is perfect for organized and empathetic individuals ready to make a difference.

Qualifications

• 1-2 years' experience in a Call Center role.
• Ability to perform duties satisfactorily.
• Proven track record of handling high volume calls.

Responsibilities

• Manage high volume of inbound calls, chats, and emails.
• Follow Call Center Procedures and meet productivity metrics.
• Identify caller's needs and provide solutions.

Skills

Customer service

Problem-solving

Communication skills

Organizational skills

Flexibility

Education

High School Diploma or Equivalent

Tools

MS Word

MS Excel

Outlook

Zendesk

Job description

Who We Are

As the largest privately held service provider in our industry, Thomas & Company stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize in offering unemployment cost control, employment verification, and tax credit services, all designed to reduce financial risk, streamline processes, and drive cost efficiency for our clients.

Our Culture

We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish.

We are not just a company—we are a community of passionate individuals dedicated to making a real impact. From dynamic team-building opportunities to leadership development programs, Thomas & Company invests in its people at every level. Our supportive workplace is built on the foundation of our core values—a shared vision for enabling success. Our winning culture has earned us recognition as a five-time Tennessean Top Workplace and two (and counting) USA Today Top Workplace.

Whether you're looking for a challenge, a place to grow your career, or a team that values your contributions, Thomas & Company offers endless opportunities to make a difference. Join us and become part of a team where your ideas are heard, your potential is recognized, and your career can truly flourish.

The Position

The job of Customer Experience Specialist is to support the verifications line of business by answering all customer inquiries via phone, chat, and email while assisting clients with their needs related to T&C. This includes fielding inquiries for the UCM line of business and directing callers to the appropriate resource. Answer chat inquiries, log calls, handle complaints, troubleshoot problems and provide directions, and send post-call follow up.

Training Schedule: 8:00 am–4:30 pm CT M–F; Normal Schedule: 8:00 am–3:00 pm CT M–Th

Essential Duties and Responsibilities

• Manage high volume of inbound calls, chats, and emails with efficiency and accuracy
• Follow Call Center Procedures while meeting or exceeding productivity and quality metrics
• Identify caller's needs, clarify information, and direct the caller providing a solution and/or resolution, including follow up as needed
• Support verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications
• Identify and escalate priority issues to management, while maintaining a professional demeanor at all times with inbound callers
• Other duties as assigned

Requirements and Qualifications

• High School Diploma or Equivalent
• 1-2 years' experience in a Call Center role
• Equivalent combination of education and experience will be considered
• Flexibility to work a part-time schedule between 7am–7pm consisting of a minimum of 25 hours per week up to 29 hours
• Proven track record of taking high volume calls daily
• Customer service chat experience is a plus
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

Special Considerations and Prerequisites

• Able to think outside the box and solve problems creatively
• Deliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset
• Hold conversations, not just interactions. We know how great our team is, and we want our clients to know as well
• A thoughtful/professional communicator who understands the importance of tone
• Empathetic and able to adapt your communication style to best suit your audience
• Highly organized and attentive to detail
• A well-rounded team player who takes ownership of your work
• Must be flexible with a "can do" attitude and a willingness to assist with varying tasks to support business needs as they arise
• Notice even the smallest trends and pain points in our work, then brainstorm solutions to improve each customer's experience
• Become an expert in all things verifications, as well as T&C company processes and policies
• Use Zoom to interact with teammates, management, and other departments
• Able to handle sensitive and confidential information appropriately
• Able to take initiative and work independently with little supervision
• Excited to be the face of T&C and build strong customer relationships
• Agile and able to adapt to changes in processes, policies, and tools used
• Punctual and maintain excellent attendance and adherence to schedule including scheduled breaks
• Must be proficient in MS Word, MS Excel, Outlook; Zendesk experience is a plus
• Able to deal with stressful situations to achieve desired business results