Customer Experience Agent

LHH Recruitment Solutions is recruiting on behalf of a Catholic organization seeking a Customer Experience Agent to provide high-quality customer service across multiple communication channels, including phone, email, live chat, and back-office support functions. This role supports multiple brands simultaneously and partners closely with customers, teammates, and leadership to resolve inquiries, meet performance expectations, and deliver a consistent, professional customer experience aligned with organizational values.

This is an excellent opportunity for an individual who enjoys fast-paced customer support work, thrives in a team environment, and is comfortable working within an organization whose culture and customer experience are influenced by a faith-based mission and core value

Essential Duties & Responsibilities

• Provide customer support across phone, email, live chat, and back-office channels for multiple brands simultaneously.

• Manage live phone queues, email inboxes, and back-office task workflows efficiently using various web-based systems.

• Engage with customers to answer questions, resolve issues, and provide accurate product and service information.

• Collaborate with supervisors and teammates to meet individual and departmental goals.

• Resolve product or service issues by identifying customer concerns, determining root causes, selecting appropriate solutions, and following up to ensure resolution.

• Identify opportunities to attract, retain, and support customers by recommending relevant products or services when appropriate.

• Communicate clearly and professionally with internal and external customers, both verbally and in writing (English required).

• Fully understand and adhere to workflows, processes, and software used across all customer experience functions.

• Cross-train and provide support across all customer experience channels based on business needs.

• Demonstrate accountability, professionalism, empathy, and a consistently positive attitude.

• Support customers, teammates, leadership, and company initiatives in alignment with organizational values.

• Contribute to overall team success by completing related duties and special assignments as needed.

• Utilize multiple software applications, including communication tools, spreadsheets, and collaboration platforms.

Knowledge, Skills & Abilities

• Associate’s Degree preferred.

• Strong verbal and written communication skills in English.

• Ability to listen to feedback and communicate insights or concerns to leadership as needed.

• Strong problem-solving skills with the flexibility to adapt in a fast-paced, evolving environment.

• Ability to convey clear messages and explain complex ideas in an understandable way.

• Strong touch typing and accurate data entry skills.

• Excellent multitasking, organization, and time-management abilities.

• Ability to demonstrate empathy while effectively utilizing available resources.

• Strong decision-making skills and attention to detail.

• Customer-focused mindset with a high level of accountability and professionalism.

Key Performance Indicators (KPIs)

• Demonstrate a positive attitude and customer-first mindset in every interaction.

• Meet efficiency goals across assigned channels, including:

  • Phone/Chat Assignment: Average of 40–50 calls/chats per day

  • Email Assignment: Average of 12–15 emails per hour

  • Back-Office Assignment: Average of 12–15 tasks per hour

Physical Demands & Work Environment

• Office-based work environment.

• Prolonged periods of sitting and/or standing.

• Frequent typing, writing, and computer use.

• Ability to move throughout the office as needed to coordinate work.

• Ability to lift up to 50 pounds occasionally.

• Willingness to work overtime, flexible schedules, and weekends during peak periods as required.

• Ability to work independently with minimal supervision.