A well-established Little Rock company is seeking a Customer Experience Representative to help customers successfully navigate their accounts, services, and ongoing relationship with the organization.
This is not a traditional call-center position focused solely on answering inbound questions or closing tickets. The person selected will serve as a consistent point of contact for customers—helping with onboarding, identifying potential concerns, resolving service and technical issues, and following through until the customer has a complete solution.
This is a non-sales role, but it requires a relationship-focused professional who understands that every customer interaction is an opportunity to build trust, improve retention, and provide additional value.
Responsibilities
Assist new customers with onboarding, account setup, and initial system guidance
Build and maintain positive customer relationships through proactive communication and consistent follow-up
Support customers through phone, email, and chat
Manage questions and concerns across multiple accounts, services, and business areas
Research customer issues to identify the underlying cause rather than addressing only the immediate symptom
Take ownership of customer concerns from initial contact through final resolution
Troubleshoot basic technical or system-related issues and clearly explain solutions
Coordinate with internal departments and outside partners to resolve escalated matters
Anticipate customer needs and provide helpful information before concerns become larger problems
Educate customers on available products, services, features, and best practices
Maintain detailed and accurate documentation in the company’s CRM and internal systems
Monitor open issues and follow up to confirm the customer’s needs have been fully addressed
Identify recurring customer concerns, service gaps, and opportunities for process improvement
Communicate customer feedback and feature requests to the appropriate internal teams
Assist with data entry, account updates, corporate mailings, and other administrative responsibilities as needed
Qualifications
High school diploma or GED required
At least one year of experience in customer service, customer experience, customer onboarding, account support, retention, or a related position
Strong verbal and written communication skills
Demonstrated ability to build rapport and maintain professional customer relationships
Strong problem-solving and research abilities
Ability to take ownership of an issue and follow it through without unnecessary handoffs
Comfortable managing multiple accounts, priorities, and systems simultaneously
Ability to make complicated information easy for customers to understand
Experience using a CRM or customer-management system
Basic to intermediate Microsoft Excel skills
Working knowledge of Microsoft Outlook and standard office programs
Accurate data-entry, documentation, and recordkeeping skills
English fluency required
Preferred Experience
Customer onboarding, account management, customer retention, or relationship-management experience
Technical support or systems-troubleshooting experience
Experience handling escalations or conducting root-cause research
Experience working across multiple departments to resolve customer concerns
Familiarity with Salesforce or a similar CRM platform
Experience supporting customers through multiple communication channels
Telecommunications, connectivity, technology services, or corporate call-center experience
Previous experience with telecommunications provider
Experience contributing to customer-service or process improvements