Remote Customer Experience Agent - Tier 1

Jobgether; Maryland; Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Fully remote work

Annual bonus

Health insurance

Job summary

Jobgether is seeking a Customer Experience Agent — Tier 1 to join a fully distributed team in the United States. You will be the first point of contact, providing empathetic support across phone, email, and chat while resolving routine issues and guiding customers through available services.

You will document interactions in the CRM, follow established procedures, and escalate complex cases while contributing to ongoing service improvements through feedback and collaboration.

Qualifications

• Minimum one year in an inbound call center environment.
• Strong customer service skills with empathy and patience.
• Excellent written and verbal communication across channels.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels with timely, professional support.
• Investigate and resolve routine questions using established procedures and resources.
• Identify and escalate complex issues to Tier 2/3 as needed with complete details.
• Follow up on open cases to ensure resolution and clear next steps.
• Maintain up-to-date product and policy knowledge to provide accurate information.
• Record interactions accurately in the CRM and document resolution outcomes.
• Capture customer feedback and share insights for service and product improvements.
• Collaborate with team members to ensure consistent, high-quality service.
• Meet performance indicators like response times and CSAT; participate in coaching and QA.

Skills

Inbound call center experience

Empathy

Excellent communication

CRM experience

Tools

CRM systems

Job description

Jobgether is seeking a Customer Experience Agent — Tier 1 to join a fully distributed team in the United States. You will be the first point of contact, providing empathetic support across phone, email, and chat while resolving routine issues and guiding customers through available services.

You will document interactions in the CRM, follow established procedures, and escalate complex cases while contributing to ongoing service improvements through feedback and collaboration.