Consumer Experience Agent

About Walker Advertising

Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect. 

We believe that our employees are not just numbers; they are people. People with families and lives outside of work. We understand that a career is just one piece of the puzzle that makes people successful, happy individuals. That's why as we grow our teams, we focus on the whole person. 

Walker Advertising is a leading and growing marketing services organization with multiple brands operating in the legal services category. We are also #1 on InHerSight's list of Best Marketing and Advertising Companies to Work For.  (We are also a Best Company for Women) 

We are poised for national expansion and growth, which is why we're looking for a Consumer Experience Agent who will be responsible for communicating with customers online.  He or she will work closely with other departments to address new customer inquiries and concerns.  

Responsibilities:

• Reply to all consumer communication through our multichannel platform (email, SMS, social chat, and reviews) 
• Handle new customer service inquiries across multiple brands and maintain consistent branded voice 
• Document details of interactions and/or escalate any complaints as needed 
• Make outbound calls to consumers regarding complaints and/or brand experience 
• Serve as a liaison between departments to address complex complaints 
• Receive and make calls to assist with customer requests 
• Meet key performance and customer service goals 
• Perform other duties as assigned 
  
  

Requirements: 

• Full-time position- 40 hours a week. Must be available to work Monday – Sunday, between hours of 6AM to 8PM PST 
• Bilingual English/Spanish a must 
• Desire to be the best in customer service 
• Superb telephone etiquette 
• Excellent verbal and written communication skills 
• Intermediate computer skills and at least 35 wpm keyboarding is required 
• Customer service or call center experience a plus 

Company benefits/perks:

• Three Weeks Paid Time Off
• Three Weeks of Paid Parental Leave
• Insurance - Medical, Dental, Vision, etc.
• 401(k) Retirement Savings Plan
• Wellness Initiatives/Employee Assistance Program
• Rewards and Recognition
• Career Development Opportunities

Salary Range: 

Starting at $23/hour