Customer Experience Agent

New Rexburg Office 2025
278 Dividend Dr
Rexburg, , USA

Safe Streets USA is dedicated to creating safer, stronger communities across the country. We’re looking for passionate, collaborative, and detail-oriented professionals to join our 1,000-member team. At Safe Streets USA, you’ll work in a supportive environment where innovation, integrity, and community impact are at the heart of everything we do.

Job Summary:

The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions. Agent 1 is responsible for handling inbound and/or outbound customer interactions while delivering high-quality customer experience, maintaining performance metrics, and adhering to company compliance standards. This department follows a Skill-Based Pay Progression Model, where agents receive a pay increase for each skill competency achieved, encouraging development, cross-training, and long-term growth.

• Handle inbound and/or outbound customer interactions while delivering high-quality customer experience.
• Maintain performance metrics and adhere to company compliance standards.
• Operate within a Skill-Based Pay Progression Model, pursuing skill competencies for pay progression.
• Respond to customer inquiries regarding products, services, and company policies using established scripts and knowledge resources; escalate non-routine issues according to defined guidelines.
• Follow scripts and SOPs; maintain professionalism in high-stress situations with a clear, professional phone presence.
• Maintain basic computer proficiency and navigate multiple systems; adapt to new systems and processes.
• Participate in shadow sessions or skill workshops as assigned; demonstrate high attention to detail and documentation accuracy.
• Assist the department in achieving metrics: 80% competency on call calibrations, average handle time 5 minutes or less, and average seconds-to-answer 2 minutes or less.

• Licenses, Certifications, &
  
  Educational Requirements:
  
  High school diploma or equivalent (GED) required; must be at least 18 years old.
• Experience:
  
  Relevant experience in customer service or related roles preferred.
• Skills:
  
  Strong verbal and written communication; ability to handle sensitive and confidential information with discretion; conflict resolution and problem-solving; ability to manage multiple priorities in a fast-paced environment; ability to move throughout the call center floor as needed; occasional standing for meetings, training, or investigations; moderate noise level due to active call floor.
• Education:
  
  Per role requirements
• Licenses &
  
  Certifications:
  
  As applicable to role

Safe Streets compensation may include base pay and, for eligible roles, variable compensation or bonuses. Variable and bonus compensation is not guaranteed and is governed by applicable plan terms. All compensation is paid in compliance with federal, state, and local wage laws, including applicable minimum wage and overtime requirements. Variable pay, if applicable, is defined in a separate compensation plan.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.