Remote Tier-1 Customer Experience Agent

Jobgether; Maryland City (MD); Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Fully remote work

Annual bonus

Health insurance (medical, dental, and

Vision coverage

12 paid holidays per year

Health Savings Account

Paid community service day

Flexible work schedule

Well-being allowance

EAP access

Job summary

Jobgether is seeking a Customer Experience Agent — Tier 1 in the United States to be the first point of contact for customers across phone, email, and chat. You will resolve routine issues, document interactions in CRM, and escalate complex cases as needed, contributing to a high-quality, empathetic support experience.

This fully remote role requires strong communication, attention to detail, and a collaborative mindset.

Qualifications

• Minimum one year of inbound call center experience.
• Strong customer service skills with empathy, patience, and dedication to customer satisfaction.
• Excellent written and verbal communication across channels.
• Ability to stay professional and calm with frustrated customers.
• Commitment to following workflows, standards, and documentation procedures.
• Attention to detail in maintaining CRM records and case information.
• Ability to manage multiple interactions and priorities in a fast-paced environment.
• Collaborative mindset and willingness to share knowledge with colleagues.
• Open to continuous learning, training, and quality feedback.
• Adaptability to updated products, policies, and tools while maintaining service quality.
• Flexibility to cover holiday schedules.

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.
• Escalate complex issues to Tier 2/3 or supervisor with complete details for handoff.
• Follow up on open cases to ensure complete resolution and clear next steps.
• Maintain up-to-date knowledge of products, services, and policies.
• Follow workflows, service standards, and documentation guidelines.
• Accurately document interactions, issues, actions, and outcomes in CRM.
• Capture customer feedback and recurring questions for continuous improvement.
• Collaborate with team members to manage shared queues and share knowledge.
• Coordinate with other departments as needed to resolve concerns.
• Meet or exceed performance indicators like response times, FCR, and CSAT.
• Participate in quality reviews, meetings, and coaching to improve performance.
• Maintain reliable attendance and adherence to work schedule and coverage expectations.

Job description

Jobgether is seeking a Customer Experience Agent — Tier 1 in the United States to be the first point of contact for customers across phone, email, and chat. You will resolve routine issues, document interactions in CRM, and escalate complex cases as needed, contributing to a high-quality, empathetic support experience.

This fully remote role requires strong communication, attention to detail, and a collaborative mindset.