Tier 1 Customer Experience Agent

About Kalkomey

Kalkomey Enterprises is the trusted guide to outdoor success. Our platform connects millions of people to the outdoors every year, and we are the leading provider of safety-related education for outdoor recreational activities such as hunting, fishing, boating, snowmobiling, and more in North America. Since our founding in 1995, our industry and product expertise has grown such that today, we offer over 360 high-quality online educational courses, a suite of integrated web and mobile applications, and resources tailored to ensure our outdoor enthusiasts recreate safely and successfully.

Kalkomey believes passionately that experiencing the outdoors improves our lives as individuals, families, and communities. We leverage our strong foundation in recreational safety education to become the trusted guide for consumers to experience success in all facets of their outdoor endeavors. As dedicated as we are to our mission, we are equally committed to fostering a work environment that supports our employees’ own strengths and personal passions.

The Tier 1 Customer Experience Agent is responsible for providing outstanding support and assistance to customers across various communication channels. This role involves addressing customer inquiries, resolving issues, and delivering a positive and seamless experience that reflects the company’s commitment to customer satisfaction. The Customer Experience Agent serves as the first point of contact for customers, ensuring their needs are met promptly and effectively.

What you will do:

Customer Support

• Respond to customer inquiries via phone, email, chat, or other channels, providing accurate and timely assistance.

Problem Resolution

• Identify and resolve customer issues, escalating complex cases to senior team members or other departments as needed.

Customer Interaction

• Maintain a professional and empathetic tone in all customer interactions, fostering trust and rapport.

Knowledge Management

• Stay updated on the company’s products, services, and policies to offer informed solutions to customer queries.

Feedback Collection

• Gather and document customer feedback to identify opportunities for improvement and share insights with relevant teams.

Process Adherence

• Follow established protocols and guidelines to ensure consistent and high-quality customer support.

Collaboration

• Work with cross-functional teams, such as product, marketing, and operations, to address customer needs and ensure a cohesive experience.

Proactive Engagement

• Anticipate customer needs and provide proactive assistance to enhance their experience with the company.

Performance Metrics

• Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response time, and issue resolution.

What you will need:

• High school diploma or equivalent; Bachelor’s degree is a plus.
• Previous experience in customer service or support roles.
• Strong communication skills, both written and verbal.
• Excellent problem-solving and critical-thinking abilities.
• Proficiency in customer service software and CRM tools.
• Ability to work in a fast-paced, dynamic environment.
• Empathy and patience in dealing with customer concerns.
• A proactive and team-oriented mindset.

Competencies

Communication: Able to actively listen and respond effectively to customer inquiries; conveys information clearly and professionally (written and verbal); adjusts communication style to fit diverse customer needs; keeps internal teams informed about customer feedback and trends.

Dependability: Consistently delivers high-quality customer support in a timely manner; meets or exceeds performance metrics such as response time and resolution rate; follows through on customer issues to ensure satisfaction and resolution.

Interpersonal Skills: Handles customer interactions with empathy and professionalism; remains calm and positive in high-pressure situations; builds rapport with customers to enhance loyalty and satisfaction; adapts to different personalities and communication styles.

Problem Solving/Analysis: Quickly assesses customer issues and identifies appropriate solutions; uses available resources efficiently to resolve problems; proactively addresses potential issues before they escalate; escalates cases when necessary while ensuring a smooth handoff.

Results Focused/Initiative: Takes ownership of customer interactions to provide the best possible experience; demonstrates a proactive approach in resolving concerns and improving processes; seeks feedback and takes action to improve service delivery; consistently works toward improving customer satisfaction scores.

What We Offer:
In addition to a competitive salary and annual bonus, we offer these great benefits:

• Employer matched 401(k)
• Medical/Dental/Vision insurance with generous employer contributions (including HSA)
• Maternity and Paternity leave and benefits
• 3 weeks paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule
• Annual wellness allowance, as well as a paid mental health day once a year for when you need it
• Automatic WFH contribution to each paycheck
• Employee Assistance Program (EAP)

Kalkomey Enterprises, LLC is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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