Remote Customer Experience Agent - Tier 1 (Flexible Hours)

Jobgether; Kentucky; Remote; USD 38,000 - 54,000; Full time

Benefits offered by this job

Fully remote work

Annual bonus

Health insurance (medical, dental, and

Retirement savings plan

Paid holidays: 12 days/year

Community service day

Flexible work schedule

Well-being stipend

Remote work contribution

Job summary

Partner Company is seeking a Customer Experience Agent — Tier 1 to serve as the first contact for customers seeking help with products, services, and accounts. You will deliver timely, empathetic support across phone, email, and chat, following established procedures and documenting interactions in the CRM system.

The role emphasizes problem-solving, strong product knowledge, and collaboration within a fully distributed team.

Qualifications

• At least 1 year in an inbound call center.
• Excellent written and verbal communication across channels.
• Ability to follow workflows, document interactions, and escalate when needed.
• Empathy, patience, and commitment to customer satisfaction.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and other channels in a timely, professional, and helpful manner.
• Investigate and resolve routine questions using established procedures and resources.
• Escalate complex issues to Tier 2/3 or Supervisor with complete handoff details.
• Monitor open cases and follow up to ensure complete resolution and clear next steps.
• Maintain current knowledge of products, services, policies, and support procedures.
• Accurately record customer interactions and resolution outcomes in the CRM system.
• Capture customer feedback and recurring pain points to support improvements.
• Collaborate with fellow agents and support staff to manage queues and share knowledge.
• Coordinate with other departments to resolve customer concerns requiring additional expertise.
• Aim to meet or exceed performance indicators like response times and CSAT.

Skills

Customer service

Empathy

Communication skills

Multi-channel support

Team collaboration

Tools

CRM software

Job description

Partner Company is seeking a Customer Experience Agent — Tier 1 to serve as the first contact for customers seeking help with products, services, and accounts. You will deliver timely, empathetic support across phone, email, and chat, following established procedures and documenting interactions in the CRM system.

The role emphasizes problem-solving, strong product knowledge, and collaboration within a fully distributed team.