Consumer Experience Agent - Marketing Agency

Our client is a leading and growing marketing services organization with multiple brands in the legal services category. They’re proud to be ranked #1 on InHerSight’s list of Best Marketing and Advertising Companies to Work For and recognized as a Best Company for Women.

They are poised for national expansion and are looking for a Consumer Experience Agent who will communicate with customers across digital channels. You’ll work closely with other departments to address new customer inquiries and resolve concerns while maintaining high standards for service.

Responsibilities

• Respond promptly to consumer communications via multichannel platforms (email, SMS, social chat, and online reviews).

• Handle new customer service inquiries across multiple brands, maintaining a consistent branded voice.

• Document details of customer interactions accurately and escalate complaints when necessary.

• Make outbound calls to consumers to follow up on complaints or gather feedback on brand experiences.

• Act as a liaison between departments to resolve complex issues.

• Answer inbound calls and assist customers with requests.

• Meet or exceed key performance and customer service goals.

• Perform other duties as assigned.

Requirements

• Full-time position (40 hours/week).

  • Must be available to work any day Monday through Sunday, between 6:00 AM and 8:00 PM PST.

  • You will only be schedule 5 days per week, they just may be weekends.

• Bilingual English/Spanish required.

• Strong desire to deliver exceptional customer service.

• Superb telephone etiquette and interpersonal skills.

• Excellent verbal and written communication skills.

• Intermediate computer skills and ability to type at least 35 words per minute.

• Previous customer service or call center experience is a plus.

Benefits/Perks

• Three weeks of paid time off

• Monthly performance bonuses

• Career development and growth opportunities