Customer Experience Representative

Role Overview

• serve as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency
• provide clear training, guidance, and best practices to help clients navigate the workflows or platform topics they need support with, using your established support resources
• troubleshoot entry-level workflows, platform navigation issues, feature questions, and data-related inquiries
• maintain strong adherence to schedules and support queue coverage across required channels
• own assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentation
• strive for first-contact resolution while minimizing unnecessary transfers
• maintain clean, complete case documentation that meets internal quality and audit standards
• stay up to date on platform updates, release notes, required certifications, and internal learning content
• identify opportunities to simplify client workflows or improve documentation and escalate through proper channels
• collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes
• operate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channels
• expect to build foundational proficiency within their assigned technology area (Orion or Redtail) while actively progressing through required certifications and learning pathways
• demonstrate first-contact resolution mindset and ownership of inquiries
• maintain strong performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy to support reliable service delivery
• escalate suspected product issues only after basic troubleshooting and documentation
• contribute to team improvement by identifying client trends or documentation gaps
• adhere to hybrid expectations and maintain a professional presence in all interactions

Requirements

• strong verbal and written communication skills in client interactions
• manages multiple tasks in a fast-paced environment with attention to detail
• navigates and explains technology
• strong problem-solving, organizational, and time management skills
• has a minimum of a high school; bachelor’s degree preferred
• preferably has prior customer service or technology support experience
• has less than one year of experience
• owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

Benefits

• health, dental, vision, and disability coverage on day one
• 401(k) plan with employer match
• paid parental leave
• pet benefits including pawternity leave and pet insurance
• student loan repayment and more.