Customer Experience Rep

Customer Experience Representative

A well-established Little Rock company is seeking a Customer Experience Representative to help customers successfully navigate their accounts, services, and ongoing relationship with the organization.

This is not a traditional call-center position focused solely on answering inbound questions or closing tickets. The person selected will serve as a consistent point of contact for customers—helping with onboarding, identifying potential concerns, resolving service and technical issues, and following through until the customer has a complete solution.

This is a non-sales role, but it requires a relationship-focused professional who understands that every customer interaction is an opportunity to build trust, improve retention, and provide additional value.

Responsibilities

- Assist new customers with onboarding, account setup, and initial system guidance

- Build and maintain positive customer relationships through proactive communication and consistent follow-up

- Support customers through phone, email, and chat

- Manage questions and concerns across multiple accounts, services, and business areas

- Research customer issues to identify the underlying cause rather than addressing only the immediate symptom

- Take ownership of customer concerns from initial contact through final resolution

- Troubleshoot basic technical or system-related issues and clearly explain solutions

- Coordinate with internal departments and outside partners to resolve escalated matters

- Anticipate customer needs and provide helpful information before concerns become larger problems

- Educate customers on available products, services, features, and best practices

- Maintain detailed and accurate documentation in the companys CRM and internal systems

- Monitor open issues and follow up to confirm the customers needs have been fully addressed

- Identify recurring customer concerns, service gaps, and opportunities for process improvement

- Communicate customer feedback and feature requests to the appropriate internal teams

- Assist with data entry, account updates, corporate mailings, and other administrative responsibilities as needed

Qualifications

- High school diploma or GED required

- At least one year of experience in customer service, customer experience, customer onboarding, account support, retention, or a related position

- Strong verbal and written communication skills

- Demonstrated ability to build rapport and maintain professional customer relationships

- Strong problem-solving and research abilities

- Ability to take ownership of an issue and follow it through without unnecessary handoffs

- Comfortable managing multiple accounts, priorities, and systems simultaneously

- Ability to make complicated information easy for customers to understand

- Experience using a CRM or customer-management system

- Basic to intermediate Microsoft Excel skills

- Working knowledge of Microsoft Outlook and standard office programs

- Accurate data-entry, documentation, and recordkeeping skills

- English fluency required

Preferred Experience

- Customer onboarding, account management, customer retention, or relationship-management experience

- Technical support or systems-troubleshooting experience

- Experience handling escalations or conducting root-cause research

- Experience working across multiple departments to resolve customer concerns

- Familiarity with Salesforce or a similar CRM platform

- Experience supporting customers through multiple communication channels

- Telecommunications, connectivity, technology services, or corporate call-center experience

- Previous experience with telecommunications provider

- Experience contributing to customer-service or process improvements

- Spanish or another second language is a plus

#IND