The CX Agent I role focuses on delivering reliable, high-quality customer service by handling basic to moderately complex inquiries via phone and email.
Responsibilities include meeting productivity and quality goals, applying core service processes, actively listening to understand customer needs, documenting interactions, and routing issues appropriately.
They collaborate with team members to ensure timely resolutions, use de-escalation techniques when needed, and escalate complex issues per guidelines.
Qualifications include a high school diploma or equivalent, bilingual proficiency in English and Spanish, 0-2 years of customer support experience, and proficiency in Microsoft Office. Effective communication, organization, and professionalism are essential.
Reliability and a continuous learning mindset are emphasized. The role supports long-term customer success and organizational growth.