Customer Experience Agent

Requirements

• Associate’s Degree (Preferred)
• Communicate effectively: Verbal and written (English required)
• Listen to feedback and communicate to the head of customer experience as needed.
• Have the flexibility to solve problems in an ever changing workplace.
• The ability to share clear messages and make complex ideas

Job Description

Department: Customer Experience
Reports To: Customer Experience Supervisor

Position Summary

The Customer Experience Agent (Omnichannel Support) is responsible for providing
exceptional customer service across multiple communication channels, including phone,
email, live chat, and back-office functions. This role supports all company brands
simultaneously and works directly with customers, teammates, and leadership to resolve
inquiries, meet daily performance goals, and deliver a consistent customer experience
aligned with the company’s mission and core values.

Essential Duties & Responsibilities

• Provide customer support across phone, email, live chat, and back-office channels
  for multiple brands simultaneously.
• Manage and operate 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 supervisor and team to achieve 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 in
  English, both written and verbal.
• Fully understand and follow workflows, processes, and software related to all agent
  functions.
• Cross-train and provide support across all customer experience channels as business needs require.
• Demonstrate accountability, professionalism, empathy, and a consistently positive attitude.
• Support customers, teammates, management, and company initiatives in alignment with core values and mission.
• 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.

• Strong touch typing and accurate data entry skills.
• Exceptional multitasking and time-management abilities.
• Excellent written and verbal communication skills in English.
• Ability to demonstrate empathy while effectively using available resources.
• Strong decision-making and problem-solving skills.
• Industry knowledge or the ability to learn quickly.
• Positive, customer-focused attitude with strong accountability.

Key Performance Indicators (KPIs)

• Demonstrate a positive attitude and customer-first mindset in every interaction.
• Meet efficiency goals across channels, including:
  • Phone/Chat Agent Assignment: Average of 40-50 phone calls/chats per day
  • Email Agent Assignment: Average of 12-15 emails per hour
  • Back Office Agent Assignment: Average of 12-15 back-office tasks per hour

• Office-based work environment.
• Prolonged periods of sitting and/or standing.
• Frequent typing, writing, and computer use.
• Ability to move within the office to coordinate work.

About the Employer

Trinity Road exists to promote Truth, Goodness, and Beauty – through our industry-leading portfolio of brands – by providing outstanding products and services to our Customers which honor God and our Community.

Our Core Values are:
We Believe Faith Matters
We Innovate
We Seek Solutions
We Drive Results
We Persevere
We Care