Customer Experience Agent

About the role

The Team at Sourgum is transforming the waste and recycling industry through innovative technology. The Customer Experience Agent plays a crucial role in delivering a high-touch, white-glove experience to customers, ensuring they have a seamless and reassuring interaction.

Responsibilities

• Serve as the front line of the Sourgum experience, confidently managing inbound customer calls related to dumpster deliveries, pickups, and swaps - ensuring every interaction feels seamless, informed, and reassuring.
• Engage and qualify inbound leads with a consultative mindset, providing clear, relevant information that builds trust, uncovers customer needs, and maximizes conversion opportunities.
• Act as the first point of entry into Sourgum, thoughtfully triaging commercial and long-term project opportunities to the appropriate teams while capturing complete, high-quality intake details to enable fast, frictionless conversions.
• Coincide closely with hauling partners to orchestrate smooth deliveries, swaps, and pickups - bridging communication between customers and vendors to deliver on our white-glove service promise.
• Partner cross-functionally with the Vendor Relations team to ensure hauler compliance, accurate pricing, and consistent service delivery aligned with Sourgum’s standards.
• Own the accuracy and health of our internal ticketing and order management systems, serving as the in-house expert who proactively validates, maintains, and improves order data to keep operations running efficiently.

Requirements

• Ability to commute to and work from our Jersey City, NJ headquarters 3 days per week (hybrid role)
• 3+ years of experience in a customer support, customer experience, or client-facing role, ideally in a fast-paced or high-volume environment
• Proven ability to manage multiple customer interactions simultaneously while maintaining a high standard of service, accuracy, and professionalism
• Strong written and verbal communication skills, with a natural ability to build rapport and trust with customers
• Demonstrated problem-solving skills and a proactive mindset, with comfort navigating ambiguity and evolving processes
• High attention to detail and strong organizational skills, with a sense of ownership over tasks and outcomes
• Ability to collaborate cross-functionally and communicate effectively with internal teams and external partners

Qualifications

• Ability to commute to and work from our Jersey City, NJ headquarters 3 days per week (hybrid role)
• 3+ years of experience in a customer support, customer experience, or client-facing role, ideally in a fast-paced or high-volume environment
• Proven ability to manage multiple customer interactions simultaneously while maintaining a high standard of service, accuracy, and professionalism
• Strong written and verbal communication skills, with a natural ability to build rapport and trust with customers
• Demonstrated problem-solving skills and a proactive mindset, with comfort navigating ambiguity and evolving processes
• High attention to detail and strong organizational skills, with a sense of ownership over tasks and outcomes
• Ability to collaborate cross-functionally and communicate effectively with internal teams and external partners

Skills

• Customer Service
• Problem Solving
• Communication
• Organization
• Collaboration

Benefits

• Company stock options
• Positive and collaborative work environment
• Flexible/Unlimited PTO
• Comprehensive benefits package including health insurance, retirement plans, and wellness memberships
• Professional development and career advancement opportunities