Consumer Experience Agent

Consumer Experience Agent

Job Type: Full-Time

Location: Jacksonville, FL 32218 (Brand new office)

Hours: Monday – Friday 8:00am – 4:30 pm (30-minute lunch)

Pay: $19/hr

Length of Assignment: Temp to Hire based on Performance and Attendance (conversion around 4-6 months)

About the Role

We are seeking a customer-focused Consumer Experience Agent to deliver exceptional support across multiple communication channels while helping create a best-in-class customer experience. This role serves as the frontline representative of our brands, assisting customers with product inquiries, orders, returns, warranties, and e-commerce support.

The ideal candidate is a strong communicator who enjoys problem-solving, thrives in a fast-paced environment, and is committed to delivering outstanding customer satisfaction.

Responsibilities

• Provide support to customers via phone, email, chat, SMS, and social media.
• Assist with product information, website navigation, order placement, payments, returns, and warranty inquiries.
• Identify opportunities to support e-commerce sales through inbound customer interactions.
• Accurately document customer interactions within CRM systems.
• Meet or exceed performance metrics, customer satisfaction goals, and Net Promoter Score (NPS) targets.
• Resolve customer concerns through effective problem-solving and de-escalation techniques.
• Collaborate with internal teams to stay informed on products, promotions, and system updates.
• Follow all compliance and data security policies when handling customer information.

Required Qualifications

• Minimum 1 year of inbound call center or customer service experience.
• Excellent verbal and written communication skills.
• Strong listening skills and patience when assisting customers.
• High attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with computers and customer service software.
• Strong critical thinking and problem-solving abilities.

Preferred

• Call center experience in consumer goods, retail, or e-commerce environments.
• Experience working with KPIs and performance metrics.
• Omnichannel customer support experience.
• Sales, retention, or upselling experience.
• Experience with CRM and e-commerce platforms.
• Microsoft Office proficiency (Excel, Word, PowerPoint, Teams, SharePoint).
• Bilingual Spanish or French language skills are a plus.