Customer Service Specialist - MD

XACT; Baltimore (MD); Remote; USD 36,000 - 54,000; Full time

Job summary

XACT is seeking a Customer Service Specialist to support customers from a secure home office. You will help shoppers select products, answer questions about orders, and resolve issues with empathy and a proactive approach.

You will communicate across teams, maintain detailed records, and contribute to ongoing improvements in the customer experience. A strong problem-solving mindset and dedication to customer success are essential.

Qualifications

• Customer-focused mindset and a passion for helping others.
• Strong problem-solving and solution-oriented approach.

Responsibilities

• Assist customers via phone, email, and live chat with product selection and order questions.
• Listen actively to understand needs and challenges, then propose effective solutions.
• Maintain clear and timely communication with internal teams to ensure smooth order processing and delivery.
• Meet performance metrics and identify opportunities to improve the customer experience.
• Keep accurate records of customer interactions and outcomes.
• Look for upsell or cross-sell opportunities and contribute to project work as needed.

Skills

Active listening

Empathy

Problem solving

Effective communication

Job description

Customer Service Specialist – Make a Difference for Our Customers Every Day

Position Overview:

We are looking for energetic individuals who have an interest in providing our clients' customers with excellent customer service support from your secure home office. We aim to delight every customer every day. As a Customer Service Specialist, you’ll play a key role in helping customers achieve their goals, whether it’s finding the perfect product, resolving an issue, or ensuring a smooth order process. You’ll use your empathy, resourcefulness, and problem-solving skills to deliver exceptional service that leaves a lasting impression. If you thrive on making customers successful and are motivated to turn challenges into wins, we’d love to hear from you.

XACT@Home is only available in AL, FL, GA, ME, MD, MS, NC, PA, VA, UT, and TX. Please check back later for availability in your state.

What You’ll Do:

• Be a trusted resource for customers, assisting them via phone, email, and live chat with product selection, order questions, and everything in between
• Use active listening and genuine curiosity to understand customers’ needs and challenges, and then recommend solutions that exceed expectations
• Approach customer interactions with a "How can I make this easy for the customer?" mindset, removing the burden of extra work from the customer and inspiring confidence
• Communicate clearly with other departments to ensure timely order processing and delivery
• Meet established performance metrics and continually set goals for professional growth
• Maintain accurate and detailed records of customer interactions to keep things streamlined and efficient
• Identify opportunities to enhance the customer experience through thoughtful upselling, cross-selling, or problem-solving
• Stay informed with company updates so you can offer the best guidance to our customers
• Contribute to projects and other tasks as needed to support company growth

Who You Are:

• Someone who truly gets excited about making customers happy through understanding and solving their problems
• A problem-solver who is motivated to find solutions