Customer Experience Associate I

About the position Are you passionate about helping others and delivering exceptional service? Join our dynamic team where you become the first point of contact for our client’s customers. With paid training, competitive pay at $14/hr, and a range of incentives and benefits, you'll be empowered to make a real impact every day. What We Offer: Work From Home Full Time Employment (40 hours/week) Must have flexibility to work any of our 8-hour shift schedules during our business hours. Business Hours: Monday – Sunday, 24/7 Competitive Pay: $14.00 starting on day one Pay is $14/hour which may be below your state's minimum wage. Please take this into consideration when applying. We are currently NOT hiring in the following geographies, including but not limited to: States: AK, AZ, CA, CO, CT, DE, HI, IL, ME, MD, MA, MS, NJ, NY, OR, RI, TX, VT, and WA. Shift differential: $1.50 per hour for hours between 6PM- 6AM Weekend Shift Differential: $1.00 per hour (Sat and Sun, 6am-6pm) Incentive Plan: Opportunity to earn up to an additional $350 per month after training, by meeting performance metrics (call quality, attendance, and schedule adherence). Career Growth: Opportunities to advance your career in a supportive, innovative environment. Benefits: Comprehensive benefit options and a great work environment that values your success.

Responsibilities

• Efficiently manage a high volume of inbound calls in a fast-paced environment.
• Listen actively to understand customer needs and offer clear, accurate information.
• Access cardholder accounts to provide information about payments and benefits deposited by state or federal agencies.
• Assist cardholders with inquiries regarding transactions and account statuses.
• Process transactions efficiently via web-based applications and handle research requests with precision.
• Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all regulations.
• Maintain in-depth knowledge of company and client programs, policies, and technology.
• Support team operations during peak times or absences to help maintain seamless service.

Requirements

• A dependable team member with a strong work ethic who values punctuality and can commit to a consistent work schedule, including 100% attendance during our three-to-six-week paid training period.
• An effective and confident communicator with strong written and verbal skills, able to clearly explain complex information and connect with customers in a professional manner.
• A calm and composed professional who can navigate challenging conversations with empathy and efficiency.
• A customer service enthusiast who excels in navigating multiple screens and applications while guiding customers to the best solution.
• A tech-savvy problem solver who’s comfortable learning and adapting to new tools and technologies.
• A focused multitasker who thrives in a structured, high-volume call center environment.
• Must be at least 18 years old and possess a High School Diploma or equivalent.
• Must have 6 months of Customer Service, Call Center or Dispatch experience.
• Complete a background check, credit check, and security fingerprinting.
• Compliance with camera requirements for meetings and training.
• Must have a verified, secure, reliable, and high-speed internet connection to support business needs.
• Must have an established, dedicated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.
• The company will provide all necessary computer equipment
• Must complete an internet speed test and achieve a minimum of 50 Mbps upload and 50 Mbps download.
• Working knowledge of computers and Windows applications.

Nice-to-haves

• 1+ years of previous call center experience

Benefits

• Work From Home
• Full Time Employment (40 hours/week)
• Competitive Pay: $14.00 starting on day one
• Shift differential: $1.50 per hour for hours between 6PM- 6AM
• Weekend Shift Differential: $1.00 per hour (Sat and Sun, 6am-6pm)
• Incentive Plan: Opportunity to earn up to an additional $350 per month after training, by meeting performance metrics (call quality, attendance, and schedule adherence).
• Career Growth: Opportunities to advance your career in a supportive, innovative environment.
• Benefits: Comprehensive benefit options and a great work environment that values your success.

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