Customer Service Agent (Bilingual)

Customer success is critical to the longterm success of our organization. The CX Agent 1 role serves as a foundational position within Customer Experience, responsible for delivering reliable, highquality service while building the knowledge and skills needed to support customer needs. CX Agent 1s focus on accurately resolving basic to moderately complex inquiries, following established processes, and contributing to positive customer experiences through professionalism and consistency.

This role is fully onsite in Byhalia Mississippi.

Role/Responsibilities:

• Professionally handlebasic to moderately complex customer inquiriesvia phone and email.
• Meet assigneddaily productivity and quality expectationswhilemaintaininga customerfocused mindset.
• Build and applyworking knowledgeof core customer service processes.
• Useeffective listening and questioning skillsto understand customer needs and accurately document interactions.
• Processstandard customer service activities, includingcall logging and case documentation,in accordance withguidelines.
• Follow established procedures toresolve issues or routeinteractionsappropriately.
• Partner with peers, Team Leads, and support teams to achievetimelyresolution.
• Applybasic deescalation techniquesand seek guidance when handling elevated customer concerns.
• Escalatecomplex, nonwarrantable, or highriskinteractionsin accordance withestablished guidelines.
• Demonstratereliability, professionalism, and a continuous learning mindset.

Education and Experience Requirements:

• Educationequivalenttofour years of high school.
• 0-2 years of customer service or support experience.
• Basic understanding ofservice operations and workflows.
• Effectiveanalytical, interpersonal, organizational, and time management skills.
• Demonstratedeffective communication, active listening, and professionalism.
• Demonstrated strength in both written and verbal communication.
• ProficiencyinMicrosoft Office products, including Word, Excel, and PowerPoint.
• Bilingual proficiency in English and Spanish preferred.