Customer Experience Representative

Job Title: Customer Experience Representative

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Each shift begins with the open queue: customer calls, emails, and service tickets waiting for an answer. The Customer Experience Representative provides clear product and service information, helping customers understand their options and next steps. The role sits within the customer support team and works under a customer service team lead. It works with customers, other representatives, and product support colleagues to keep responses consistent and unresolved questions moving. This is a fully remote, work from home position based in Pennsylvania, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming questions in a support platform such as Zendesk, checking earlier messages and open tickets before responding to avoid repeating completed steps.
• Confirm the customer's question, relevant service details, and desired outcome using approved verification steps without requesting unnecessary personal information.
• Consult current reference materials to explain product features, service availability, and routine account navigation in straightforward language suited to the customer's familiarity.
• Record conversation summaries, customer preferences, and agreed next steps in a CRM such as Microsoft Dynamics 365 so colleagues can continue the conversation accurately.
• Guide customers through standard service steps, checking their understanding and confirming whether the information provided addresses the original question.
• Recognize recurring concerns and explain available service options without making unsupported promises about outcomes, response times, or product changes.
• Escalate unresolved questions, conflicting information, or requests outside assigned authority to the customer service team lead, including a concise summary of actions already taken.
• Follow up on open tickets when updates become available, coordinate with product support colleagues, and tell customers what remains outstanding before closing resolved requests.
• Invite customer feedback through approved satisfaction questions, note the touchpoints customers describe, and share recurring themes that could improve the customer journey and loyalty.
• Finish the shift by updating unresolved tickets and handoff notes; quality is judged through response accuracy, turnaround, complete notes, service standards, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer service, telephone support, or online customer assistance experience preferred.
• Familiarity with finding approved product and service information and explaining routine steps without guessing when an answer is unclear.
• Willingness to learn a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365 for ticket updates and customer interaction notes.
• Clear spoken and written communication, including courteous responses to customers who are confused, disappointed, or seeking clarification.
• Ability to recognize feedback themes, understand satisfaction survey responses, and identify where a customer encountered difficulty in their service journey.
• Reliable computer, high-speed internet, and quiet private workspace suitable for customer conversations and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home within Pennsylvania, with daily responsibilities completed online.
• Structured onboarding and training on example systems, including a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365.
• Regular check-ins with the customer service team lead for feedback, questions, and guidance.
• Opportunities to build customer communication, feedback interpretation, service judgment, and accurate ticket handoff skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.