Customer Experience Rep

Help customers use a records-related software service by answering questions, resolving routine issues, and explaining basic features. This entry-level support role works in a high-volume environment across phone, email, and online chat, following established workflows while escalating issues that need specialist help.

• Respond promptly and professionally to customer inquiries across phone, email, and chat.
• Explain product features, provide basic guidance, and resolve standard issues using defined processes.
• Record customer questions, issues, and resolutions accurately in support systems.
• Make outbound calls or send emails with updates and support information.
• Escalate complex matters to senior representatives or specialists and coordinate with colleagues as needed.
• Take part in training and coaching, and share feedback about recurring customer experience issues.

• High school diploma or equivalent.
• Two to three years of customer service experience.
• Clear verbal and written communication, active listening, and a calm, customer-focused approach.
• Ability to learn new software, use multiple computer systems, enter data carefully, and follow established workflows.
• Typing speed of at least 30 words per minute.

• One year of call center or customer support experience.
• Familiarity with ticketing tools or call center phone systems.