Remote Customer Experience Agent (Tier 1)

Jobgether; Butlerville (IN); Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Fully remote work

Competitive compensation

Employer-massed 401(k) plan

Health insurance

Job summary

Jobgether is seeking a Customer Experience Agent – Tier 1 to be the first point of contact for customers across phone, email, and chat. You will resolve routine questions, follow established procedures, and escalate when needed within a fully distributed team.

Ideal candidates have at least 1 year in an inbound call center, strong empathy, excellent communication, and a detail-oriented approach to CRM documentation. This remote role requires US residency and a fixed schedule.

Qualifications

• Minimum of 1 year of experience in an inbound call center.
• Must reside in eligible U.S. states listed.
• Strong customer service skills with empathy, patience, and commitment to satisfaction.
• Excellent written and verbal communication across channels.
• Ability to stay professional and calm with frustrated customers.
• Strong problem-solving, escalation when needed.
• Follow workflows, service standards, documentation.
• Accurate CRM records and case management.
• Dependable with multiple interactions and priorities.
• Collaborative, eager to learn and share knowledge.
• Flexible for holiday coverage.

Responsibilities

• Respond to customer inquiries via phone, email, chat with timely, professional support.
• Resolve routine questions using established procedures and resources.
• Escalate complex cases to Tier 2 or 3 with complete details.
• Follow up to ensure issues are resolved and customers are updated.
• Maintain knowledge of products, services, policies and processes.
• Follow workflows and documentation guidelines.
• Record interactions and resolutions in CRM.
• Collect feedback and share insights with supervisor.
• Collaborate with team to maintain service continuity.
• Coordinate with other departments to resolve issues.
• Meet or exceed performance metrics (FCR, CSAT).
• Participate in quality reviews, training, and coaching.
• Maintain attendance and productivity with holiday coverage.

Skills

Customer service

Written communication

Verbal communication

Empathy

Problem solving

Attention to detail

Team collaboration

Learning mindset

Process compliance

Multi-tasking

Job description

Jobgether is seeking a Customer Experience Agent – Tier 1 to be the first point of contact for customers across phone, email, and chat. You will resolve routine questions, follow established procedures, and escalate when needed within a fully distributed team.

Ideal candidates have at least 1 year in an inbound call center, strong empathy, excellent communication, and a detail-oriented approach to CRM documentation. This remote role requires US residency and a fixed schedule.