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 company’s CRM and internal systems
- Monitor open issues and follow up to confirm the customer’s 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