Customer Experience Advocate I

Requisition Number: 30679. Applications accepted until 10/30/2026.

About the role

The Customer Experience Advocate I (CXA) interacts directly with potential, new and existing customers, providing a quality experience throughout the customer’s journey to increase satisfaction and account retention. The role handles inquiries, order processing, account modifications, and complaints in a contact‑center environment, following up using the company’s CRM system to ensure timely resolution.

Responsibilities

• Respond to and process all customer calls promptly and professionally.
• Determine the nature of each call by listening, researching records, and asking clarifying questions.
• Communicate clearly and respectfully, restating information as needed to ensure understanding.
• Acknowledge and resolve customer concerns; promptly escalate complaints when necessary.
• Process orders, forms, applications, requests, and payments accurately.
• Maintain detailed records of interactions, transactions, comments, and complaints in case‑management logs.
• Attend and actively participate in staff meetings and training sessions.

Requirements

• High School Diploma or equivalent.
• One to two years of customer service experience; contact‑center experience preferred.
• Demonstrated proficiency with computer‑based tools and programs.

Skills

• Strong phone presence and interpersonal skills for inbound and outbound calls.
• Clear, positive communication and attentive listening.
• Ability to remain calm under pressure and collaborate with customers and internal teams.
• High accuracy, efficient time management, and multitasking ability.
• Independent judgment and decision‑making within assigned authority levels.
• Effective written and verbal English communication.
• Ability to work both independently and as part of a contact‑center team.

Pay

$21.00 per hour, with potential adjustments based on skills, qualifications, experience, market data, and other factors. Additional compensation may include performance‑based bonuses or commissions on completed sales.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending accounts and health savings accounts.
• Retirement savings plans such as a 401(k).
• Paid time off including parental leave, military leave, vacation, sick leave (as required by state law), and paid holidays.
• Disability coverage.

Work Environment

The position is based inside a contact center. Future operations may include 24/7/365 coverage. Reasonable accommodations are available for individuals with disabilities. The role requires use of computer and telephone systems, as well as visual, audio, and manual dexterity.