Remote Tier 1 Customer Experience Agent

Jobgether; Yorktown (VA); Remote; USD 35,000 - 55,000; Full time

Job summary

Jobgether is listing a Customer Experience Agent — Tier 1 on behalf of a partner company. The role is fully remote within eligible U.S. states, including Virginia, and focuses on phone, email, and chat support for products, services, and accounts.

You will follow established procedures, document interactions in CRM, escalate complex cases, and contribute to service improvements while meeting performance metrics.

Qualifications

• At least 1 year of inbound call center experience.
• Experience supporting multiple brands is preferred.
• Must reside in an eligible U.S. state listed in the overview.
• Excellent written and verbal communication with empathy and patience.

Responsibilities

• Respond to customer inquiries via phone, email, chat with timely, professional support.
• Resolve routine questions using established procedures and resources.
• Escalate complex issues to Tier 2/3 with complete case details.
• Follow up on open cases to ensure complete resolution.
• Maintain up-to-date knowledge of products, services, policies, and procedures.
• Document interactions in the CRM accurately.
• Capture customer feedback and recurring questions for improvement.
• Collaborate with other teams to resolve concerns.
• Meet or exceed performance metrics (FCR, CSAT).

Skills

Customer service

Empathy

Communication

Problem-solving

Attention to detail

Dependability

Team collaboration

Adaptability

Learning mindset

Multitasking

Tools

CRM software

Job description

Jobgether is listing a Customer Experience Agent — Tier 1 on behalf of a partner company. The role is fully remote within eligible U.S. states, including Virginia, and focuses on phone, email, and chat support for products, services, and accounts.

You will follow established procedures, document interactions in CRM, escalate complex cases, and contribute to service improvements while meeting performance metrics.