Customer Experience Agent

Description

Description:

Join a dynamic, fun team focused on driving positive customer experiences. A key part of this role is proactively retaining members considering cancellation by addressing their needs and demonstrating value. Creativity, quick thinking, and rapport-building are essential. Full-time, onsite at our Santee, CA Home Office with growth opportunities with a fast-growing company.

• Provide friendly interactions across multiple systems.
• Update accounts, billing, and transactions accurately.
• Handle multiple interactions via phone, email, chat, and reviews.
• Make outbound calls for cross-sell, up-sell, and follow-up.
• Process membership functions quickly to ensure satisfaction.
• Investigate claims and communicate incident results effectively.
• Follow procedures with a fun, adaptable attitude.
• Write clear, professional emails for unique scenarios.
• Support loyalty, referral, and member experience programs.
• Overcome objections with resilience and solutions.
• Explain billing and products clearly.
• Contribute to scripts, macros, and training.
• Escalate issues with insights, show proactivity.
• Share feedback in focus groups for improvement.

• High school diploma or higher.
• 2+ years customer service experience; call center experience a plus.
• 2+ years CRM experience (eg. Zendesk, Salesforce).
• Excellent communication skills; fluent in English;
  Spanish a plus.
• Friendly, fun, personable, problem-solver.
• Typical schedule is Monday to Friday, between 8:00 am and 5:00 pm.
• Ability to work remotely if needed.

• Physically able to sit for extended periods, operate computers and other electronic devices comfortably.?
• Capable of moving about to access tools and office equipment when required.?
• Ability to lift up to 50 lbs, and perform physical movements such as twisting, crawling, or reaching overhead when necessary.