Customer Experience Agent

Location: [Insert Location]

Experience Level: Entry Level

Schedule: [Insert Schedule Details]

About the Role

We are seeking motivated, customer-focused professionals to join our team as a Customer Experience Agent. In this role, you will provide exceptional support to both tax professionals and consumers by answering questions, providing account information, explaining products and programs, and ensuring every customer interaction is a positive experience.

This is an excellent opportunity for candidates with customer service, retail, banking, or call center experience who are looking to take the next step in their career. No sales experience is required.

What You'll Do

As a Customer Experience Agent, you will:

• Handle inbound calls from:
  • Tax professionals and businesses that utilize tax preparation software
  • Consumers seeking information regarding refund-related financial products and services
• Provide accurate account information and product education
• Respond to customer inquiries through phone, chat, and email channels
• Conduct outbound "discovery" calls to previous customers to determine future service needs
• Transfer interested customers to the appropriate sales team when applicable
• Complete customer request forms and update account records
• Document all customer interactions accurately for reporting and trend analysis
• Navigate multiple systems efficiently while maintaining accuracy and professionalism
• Maintain service level and quality standards in a fast-paced customer service environment

What to Expect

• Approximately 50 customer interactions per day
• Mix of inbound calls, outbound outreach, and chat support
• Opportunity to develop customer service, communication, and administrative skills
• Collaborative team environment with ongoing support and training

Required Qualifications

• High School Diploma or GED
• Minimum of 2 years of customer service experience
• Strong verbal and written communication skills
• Excellent computer navigation and data entry skills
• Ability to multitask while maintaining attention to detail
• Comfortable working in a structured, metrics-driven environment
• Strong problem-solving abilities and commitment to customer satisfaction

Preferred Qualifications

• Previous call center experience
• Banking, financial services, or tax industry experience
• Experience supporting customers through chat or email channels
• Proficiency with Microsoft Excel
• Bilingual language skills
• Retail leadership experience (Assistant Manager, Supervisor, Team Lead, Banking/Teller experience, or similar customer-facing roles)

Ideal Candidate

This role is a great fit for someone who:

• Thrives in a customer-focused environment
• Enjoys helping people and solving problems
• Has experience in retail, banking, hospitality, or customer service and is looking for career growth
• Communicates professionally and confidently
• Can adapt quickly to new technology and processes

Performance Expectations

Successful team members consistently:

• Answer incoming calls promptly
• Handle a high volume of customer interactions efficiently
• Maintain quality and service scores of 90% or higher
• Accurately document customer conversations
• Deliver exceptional customer experiences on every interaction

Join our team and help create outstanding experiences for customers while building valuable skills in customer support, financial services, and relationship management.

This is a Contract position based out of Louisville, KY.

The pay range for this position is $20.00 - $20.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k)