Customer Experience Representative

Job Summary

Supporting customers and locksmith partners in a fast-paced environment, the full-time remote Customer Experience Representative will manage service requests, resolve escalations, and deliver exceptional support across phone, email, and chat channels.

Key responsibilities

• Answer high volumes of inbound and outbound customer communications, assisting with service requests and billing issues
• Coordinate active locksmith jobs, ensuring compliance and providing status updates to customers and service providers
• Resolve customer and locksmith escalations quickly, collaborating with leadership to improve processes and customer outcomes

Required qualifications

• Minimum 1 year of experience in call center, customer support, dispatch, sales, or service roles
• High school diploma or equivalent required
• Experience with Zendesk, Twilio, Google Workspace, or similar systems preferred
• Ability to work independently in a remote environment and handle high volumes of communication
• Availability to work evenings, weekends, and holidays as needed