Customer Experience Agent – Tier 1

🔥 12 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🌵 Arizona, Colorado, +16 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote 🎰 Nevada – Remote 🌲 North Carolina – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote 🧀 Wisconsin – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kalkomey Enterprises, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

📚 Education

🏛️ Government

☁️ SaaS

Education • Government • SaaS

Kalkomey Enterprises, LLC is a provider of outdoor safety and education solutions that partner closely with government agencies and organizations. Kalkomey offers a GovSuite software platform combining education, events, data visualizations, certification fulfillment, card printing, regulatory delivery, and operational support to help public agencies run programs, maintain compliance, and deliver resident-facing services. They deliver accredited online, in-person, scenario-based and advanced courses, in-field tools such as mapping and property-line information, and prediction/forecast capabilities to support outdoor skills and stewardship. Kalkomey emphasizes secure, centralized workflows and audit-ready records, serving 60+ state, provincial, territorial and federal government partners with tens of millions of certifications issued and a broad global/North American reach.

📋 Description

• Serve as the first point of contact for customers seeking assistance with products, services, and account inquiries • Respond to inquiries via phone, email, chat, and other assigned channels • Resolve routine customer issues using established procedures • Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor with complete case context • Follow up on open cases through full resolution and customer satisfaction • Maintain current knowledge of company products, services, policies, and support procedures • Apply workflows and service standards consistently • Document customer interactions, issue details, and resolution outcomes in the CRM system • Collect and record customer feedback, recurring themes, and pain points • Identify inquiry patterns and share observations with the CX Supervisor for process and product improvements • Participate in team meetings, training sessions, and coaching conversations • Collaborate with agents and support staff on service continuity and queue coverage • Share knowledge, support colleagues, and uphold a customer-first culture • Liaise with other departments to resolve cross-functional customer issues • Meet or exceed KPIs including response time, FCR, and CSAT • Maintain quality standards for accuracy, tone, and brand-guideline adherence • Participate in quality assurance reviews and apply feedback

🎯 Requirements

• Must reside in one of these US states: AR, AZ, CO, FL, GA, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, or WI • Must reside in Ontario, Canada • Availability for Tuesday through Friday, 11:00 a.m. to 8:00 p.m. CT, and Saturday, 8:00 a.m. to 5:00 p.m. CT • Minimum of one year of experience in an inbound call center environment, preferably supporting multiple brands • Ability to handle customer inquiries across phone, email, and chat • Ability to follow established workflows, service standards, and documentation requirements • Ability to document customer interactions in a CRM system • Ability to meet KPIs including response time, first-contact resolution (FCR), and customer satisfaction (CSAT) • Ability to participate in quality assurance reviews, training, coaching, and feedback • Ability to work weekday evenings and some holidays • Customer focus, empathy, patience, professionalism, and composure • Clear written and verbal communication • Methodical problem-solving and appropriate escalation judgment • Reliability, ownership, consistent attendance, and output in a team-dependent environment • Commitment to continuous learning

🏖️ Benefits

• Annual bonus • Employer matched 401(k) • Medical/Dental/Vision insurance with generous employer contributions (including HSA) • Maternity and Paternity leave and benefits • Three weeks of paid vacation • 12 paid holidays • Paid community service day • Flexible work schedule • Annual wellness allowance • Paid mental health day once a year • Automatic WFH contribution to each paycheck • Employee Assistance Program (EAP) • Work from home position / fully distributed company

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