CX Agent I

CX Agent I Job Description:

Customer success is critical to the long‑term success of our organization. The CX Agent 1 role serves as a foundational position within Customer Experience, responsible for delivering reliable, high‑quality service while building the knowledge and skills needed to support customer needs. CX Agent 1s focus on accurately resolving basic to moderately complex inquiries, following established processes, and contributing to positive customer experiences through professionalism and consistency.

Roles/Responsibilities

Professionally handle  basic to moderately complex customer inquiries  via phone and email.

Meet assigned  daily productivity and quality expectations  while maintaining a customer‑focused mindset.

Build and apply   working knowledge  of core customer service processes.

Use  effective listening and questioning skills  to understand customer needs and accurately document interactions.

Process standard customer service activities, including  call logging and case documentation , in accordance with guidelines.

Follow established procedures to  resolve issues or route interactions appropriately .

Partner with peers, Team Leads, and support teams to achieve  timely resolution .

Apply  basic de‑escalation techniques  and seek guidance when handling elevated customer concerns.

Escalate  complex, non‑warrantable, or high‑risk interactions  in accordance with established guidelines.

Demonstrate  reliability, professionalism, and a continuous learning mindset .

Education and Experience Requirements

Education equivalent to  four years of high school .

2+ years of customer service or support experience .

Basic understanding of  service operations and workflows .

Effective  analytical, interpersonal, organizational, and time management skills .

Demonstrated  effective communication, active listening, and professionalism .

Demonstrated strength in both written and verbal communication

Proficiency in  Microsoft Office products , including Word, Excel, and PowerPoint.