Customer Experience Specialist — Tech Services

Visual Edge IT; Lubbock (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Work-life balance

Paid time off (PTO) + holidays

Medical, dental, vision insurance

HSAs

401(k) with matching

Job summary

Visual Edge IT is seeking a customer-focused Customer Experience Agent to join our Customer Experience Center. This is an exciting opportunity for someone who enjoys helping customers, solving problems, and making a meaningful impact every day.

In this role, you’ll serve as a trusted resource for customers by managing service requests, processing supply orders, and ensuring every interaction delivers a positive experience.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Two or more years of customer service, customer support, call center, or service operations experience.
• Experience managing multiple priorities in a fast-paced, high-volume environment.
• Strong communication skills with the ability to build positive relationships over the phone and through written communication.
• Excellent organizational skills with exceptional attention to detail.

Responsibilities

• Serve as a primary point of contact for customers by answering incoming calls professionally, courteously, and efficiently.
• Process supply orders through proactive monitoring systems and customer requests to ensure customers receive the products they need before they run out.
• Manage a service and supply ticket queue while meeting established service level agreements (SLAs) and department performance standards.
• Coordinate service requests for hardware, software, and maintenance issues, ensuring customers are connected with the appropriate technical resources.
• Make informed supply decisions that balance customer satisfaction, operational efficiency, and cost management.
• Accurately document customer interactions, service requests, and order activity within CRM and helpdesk systems.
• Collaborate with service, warehouse, dispatch, accounting, and other internal teams to ensure timely issue resolution.
• Monitor customer requests from start to finish, taking ownership to ensure issues are resolved completely and accurately.
• Participate in ongoing training to expand product knowledge, system expertise, and customer service skills.
• Support special projects and continuous improvement initiatives that enhance the customer experience and operational performance.

Skills

Customer service

Communication

Organization

Problem solving

Multitasking

Teamwork

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

CRM software

Helpdesk / Ticket systems

ERP systems

Excel

Word

Outlook

Job description

Visual Edge IT is seeking a customer-focused Customer Experience Agent to join our Customer Experience Center. This is an exciting opportunity for someone who enjoys helping customers, solving problems, and making a meaningful impact every day.

In this role, you’ll serve as a trusted resource for customers by managing service requests, processing supply orders, and ensuring every interaction delivers a positive experience.