Customer Experience Agent | CSR | CEA
Customer Experience Agent (Call Center / Customer Support / CSR)
Schedule: Monday - Friday, 8:00 AM - 5:00 PM
Pay Rate: $20.00/HR( English) 21.50 for BilingualEmployment Type: Full-Time
Travel: None
Position Overview
The Call Center Customer Experience Agent is responsible for delivering high-quality customer service by handling inquiries, resolving issues, and supporting clients throughout their service journey. This role requires strong communication skills, attention to detail, and the ability to manage a high volume of interactions across phone, email, and chat platforms.
This position works closely with internal teams including Quality Assurance, Training, Supervisors, and Leadership to ensure alignment with current processes and service standards.
Key Responsibilities
Customer Support & CommunicationRespond to inbound customer inquiries via phone, email, and chat in a timely and professional manner
Conduct outbound calls to follow up on inquiries and provide updates
Deliver empathetic, customer-focused service while ensuring a positive experience
Strive for first-call resolution and high customer satisfaction on every interaction
Case Handling & DocumentationGather and verify customer information to ensure accuracy and completeness
Maintain detailed and accurate records of all customer interactions in accordance with established guidelines
Provide clear explanations of processes, procedures, and available services
Refer customers to appropriate third-party workforce or support services as needed
Quality & PerformanceEnsure all interactions meet established quality assurance standards
Collaborate with QA Analysts, Trainers, and Supervisors to stay current on processes and service expectations
Identify opportunities for process improvement and provide feedback to leadership
Maintain productivity and performance metrics in a high-volume environment
Continuous Learning & SupportParticipate in training sessions and ongoing development opportunities
Stay informed on new programs, policies, and service updates
Report system or equipment issues to leadership as needed
Qualifications
RequiredHigh school diploma or GED
Minimum of 6 months of customer service experience, preferably in a call center or high-volume environment
Strong verbal and written communication skills
Excellent listening and interpersonal skills
Ability to multitask and manage multiple systems simultaneously
Strong attention to detail and data entry accuracy
PreferredSome college or undergraduate coursework
Experience in workforce services, human services, or benefits programs
Core CompetenciesCustomer service and customer focus
Communication and active listening
Problem-solving and issue resolution
Attention to detail and accuracy
Time management and multitasking
Professionalism and adaptability
Work EnvironmentOffice or call center environment
High-volume phone, email, and chat interactions
Approximately 80% of the day spent seated or at a workstation
Performance-driven environment with defined service level expectations
Ideal Candidate ProfileCustomer-focused professional with strong empathy and communication skills
Comfortable working in a structured, metrics-driven environment
Detail-oriented with the ability to manage multiple priorities
Team-oriented with a willingness to learn and adapt quickly
Search Keywords / Alternate Titles -Customer Service Representative, Call Center Representative, Client Services Specialist, Customer Support Agent, Contact Center Agent, Member Services Representative, Client Support Specialist