Customer Experience Representative

Customer

Experience

• Representative

• We are looking for a customer-focused, detail-oriented individual to join a manufacturing organization in Long Beach, California as a Customer

Experience

• Representative. This contract-to-permanent opportunity is ideal for someone who thrives in a fast-paced service environment, enjoys resolving issues from start to finish, and can communicate clearly with customers, service technicians, and internal teams. The person in this role will support a high-volume contact center operation while helping deliver a consistent, solution-oriented customer experience.

Responsibilities

• Handle a steady volume of inbound and outbound customer interactions, providing timely support and accurate information across phone and written channels.
• Guide customers and internal partners through order, service, and product-related questions while working toward efficient and satisfactory resolutions.
• Coordinate with in-home service technicians, retail personnel, and consumers to explain product concerns, troubleshooting steps, and repair-related guidance in a clear manner.
• Process return-related requests, including Return Goods Authorization activities, with close attention to accuracy and policy compliance.
• Document customer contacts, case updates, and follow-up actions thoroughly in Zendesk and other business systems.
• Monitor open issues through completion, escalating complex situations when needed to maintain service quality and response standards.
• Contribute to performance goals in a metrics-driven environment by balancing productivity, quality, and customer satisfaction outcomes.
• Partner with team members and leadership to identify service trends, share feedback, and support continuous improvement within the customer experience function.

Requirements

• At least 3 years of experience in a medium to large inbound/outbound call center setting.

• Working knowledge of the customer journey and sales process, from initial inquiry through final purchase decision.

• Ability to understand basic troubleshooting and repair concepts and communicate them effectively to technicians, store teams, and customers.

• Experience handling Return Goods Authorization processes or similar return-related workflows.

• Comfort working in a KPI-driven environment where performance is measured against service and productivity standards.

• Strong keyboarding and data entry skills, including the ability to type at least 35 words per minute.

• Proficiency with Zendesk and standard business applications such as Microsoft Word, Excel, and Outlook.

• High school diploma required; college coursework, trade school training, or related advanced experience is preferred.

• Location: Long Beach, California onsite

• Status: Temporary to Hire

• Salary: 23.75 - 27.5 USD / Hourly