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 Bilingual
 Employment 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 & Communication

• Respond 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 & Documentation

• Gather 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 & Performance

• Ensure 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 & Support

• Participate 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

Required

• High 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

Preferred

• Some college or undergraduate coursework
• Experience in workforce services, human services, or benefits programs

Core Competencies

• Customer 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 Environment

• Office 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 Profile

• Customer-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

Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.
 
 We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.
 
 MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.
 
 We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com 
 
 Benefits with MMC Group
 MMC offers health insurance plans for our active candidates on assignment, including:

• Medical, dental, and vision coverage
• Life and disability insurance
• Additional voluntary benefits

  Join MMC and enjoy the support of a team that values your well-being, both on and off the job!
 
 MMC strives to ensure all job postings confirm details of the position, the rate of pay, and acknowledge that medical benefits are offered.
 
 Get started on your career journey today! Apply to become a part of the MMC Team!
 
 We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.