LHH Recruitment Solutions is seeking a Customer Experience Agent to provide high-quality customer service across multiple communication channels, including phone, email, live chat, and back-office support functions. This role supports multiple brands simultaneously and partners closely with customers, teammates, and leadership to resolve inquiries, meet performance expectations, and deliver a consistent, professional customer experience aligned with organizational values.
This is an excellent opportunity for an individual who enjoys fast-paced customer support work, thrives in a team environment, and is comfortable working within an organization whose culture and customer experience are influenced by a faith-based mission and core value.
Provide customer support across phone, email, live chat, and back-office channels for multiple brands simultaneously.
Manage live phone queues, email inboxes, and back-office task workflows efficiently using various web-based systems.
Engage with customers to answer questions, resolve issues, and provide accurate product and service information.
Collaborate with supervisors and teammates to meet individual and departmental goals.
Resolve product or service issues by identifying customer concerns, determining root causes, selecting appropriate solutions, and following up to ensure resolution.
Identify opportunities to attract, retain, and support customers by recommending relevant products or services when appropriate.
Communicate clearly and professionally with internal and external customers, both verbally and in writing (English required).
Fully understand and adhere to workflows, processes, and software used across all customer experience functions.
Cross-train and provide support across all customer experience channels based on business needs.
Demonstrate accountability, professionalism, empathy, and a consistently positive attitude.
Support customers, teammates, leadership, and company initiatives in alignment with organizational values.
Contribute to overall team success by completing related duties and special assignments as needed.
Utilize multiple software applications, including communication tools, spreadsheets, and collaboration platforms.
Knowledge, Skills & Abilities
Associate’s Degree preferred.
Strong verbal and written communication skills in English.
Ability to listen to feedback and communicate insights or concerns to leadership as needed.
Strong problem-solving skills with the flexibility to adapt in a fast-paced, evolving environment.
Ability to convey clear messages and explain complex ideas in an understandable way.
Strong touch typing and accurate data entry skills.
Excellent multitasking, organization, and time-management abilities.
Ability to demonstrate empathy while effectively utilizing available resources.
Strong decision-making skills and attention to detail.
Customer-focused mindset with a high level of accountability and professionalism.
Key Performance Indicators (KPIs)
Demonstrate a positive attitude and customer-first mindset in every interaction.
Meet efficiency goals across assigned channels, including:
Phone/Chat Assignment: Average of 40–50 calls/chats per day
Email Assignment: Average of 12–15 emails per hour
Back-Office Assignment: Average of 12–15 tasks per hour
Physical Demands & Work Environment
Office-based work environment.
Prolonged periods of sitting and/or standing.
Frequent typing, writing, and computer use.
Ability to move throughout the office as needed to coordinate work.
Ability to lift up to 50 pounds occasionally.
Willingness to work overtime, flexible schedules, and weekends during peak periods as required.
Ability to work independently with minimal supervision.
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This is an excellent opportunity for an individual who enjoys fast-paced customer support work, thrives in a team environment, and is comfortable working within an organization whose culture and customer experience are influenced by a faith-based mission and core value.
Provide customer support across phone, email, live chat, and back-office channels for multiple brands simultaneously.
Manage live phone queues, email inboxes, and back-office task workflows efficiently using various web-based systems.
Engage with customers to answer questions, resolve issues, and provide accurate product and service information.
Collaborate with supervisors and teammates to meet individual and departmental goals.
Resolve product or service issues by identifying customer concerns, determining root causes, selecting appropriate solutions, and following up to ensure resolution.
Identify opportunities to attract, retain, and support customers by recommending relevant products or services when appropriate.
Communicate clearly and professionally with internal and external customers, both verbally and in writing (English required).
Fully understand and adhere to workflows, processes, and software used across all customer experience functions.
Cross-train and provide support across all customer experience channels based on business needs.
Demonstrate accountability, professionalism, empathy, and a consistently positive attitude.
Support customers, teammates, leadership, and company initiatives in alignment with organizational values.
Contribute to overall team success by completing related duties and special assignments as needed.
Utilize multiple software applications, including communication tools, spreadsheets, and collaboration platforms.
Knowledge, Skills & Abilities
Associate’s Degree preferred.
Strong verbal and written communication skills in English.
Ability to listen to feedback and communicate insights or concerns to leadership as needed.
Strong problem-solving skills with the flexibility to adapt in a fast-paced, evolving environment.
Ability to convey clear messages and explain complex ideas in an understandable way.
Strong touch typing and accurate data entry skills.
Excellent multitasking, organization, and time-management abilities.
Ability to demonstrate empathy while effectively utilizing available resources.
Strong decision-making skills and attention to detail.
Customer-focused mindset with a high level of accountability and professionalism.
Key Performance Indicators (KPIs)
Demonstrate a positive attitude and customer-first mindset in every interaction.
Meet efficiency goals across assigned channels, including:
Phone/Chat Assignment: Average of 40–50 calls/chats per day
Email Assignment: Average of 12–15 emails per hour
Back-Office Assignment: Average of 12–15 tasks per hour
Physical Demands & Work Environment
Office-based work environment.
Prolonged periods of sitting and/or standing.
Frequent typing, writing, and computer use.
Ability to move throughout the office as needed to coordinate work.
Ability to lift up to 50 pounds occasionally.
Willingness to work overtime, flexible schedules, and weekends during peak periods as required.
Ability to work independently with minimal supervision.
#J-18808-Ljbffr