About this role
The Customer Experience Representative I (CX Rep I) is responsible for delivering first-level customer support. This position is the initial point of contact for the most common inquiries, focusing on basic account management and Tier I technical troubleshooting. The CX Rep I is expected to resolve all straightforward matters promptly and accurately, ensuring a positive customer experience, while escalating more complex account or technical queries to senior representatives or supervisors. Handle inbound customer calls, focusing on account and billing inquiries (e.g., payments, account changes, service upgrades/downgrades). Provide Tier I technical troubleshooting and support to resolve customer service issues ranging from basic connectivity, signal checks and equipment reboots to identifying outages. Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues. Accurately document all customer interactions and update records within the system and tools to ensure service history is complete. Maintain a high level of professionalism and customer service. Participate in training sessions to stay updated on company products and services. Successfully upsell products or services to existing customers. Escalate unresolved or complex issues to next level or appropriate support as necessary. Meet or exceed key performance indicators (KPIs) set by manager and department. Performs other duties as assigned.