Customer Experience Specialist (Call Center)

Job Description

Job DescriptionSalary:

We are hiring a Customer Experience Specialist to support our front-line call center operations. In this role, you will handle high-volume inbound calls, provide accurate information, resolve basic customer issues, and communicate with internal teams to ensure fast and complete service.
This position requires strong communication skills, attention to detail, and the ability to stay calm and professional in a fast-paced environment.
Key Responsibilities
Answer high-volume inbound calls with a professional and friendly attitude.
Provide customers with accurate information about services, schedules, and account details.
Resolve routine issues and escalate complex questions to the correct department.
Communicate with Operations, Documentation, Finance, and other teams to complete requests.
Update customer records and notes in the system.
Follow established service procedures and performance standards.
Qualifications
13 years of customer service experience, preferably in a call center or logistics environment.
Bilingual: English & Spanish (spoken and written).
Strong communication and problem-solving skills.
Ability to multitask and stay organized during busy call periods.
Comfortable using CRM systems and internal software tools.
Preferred
Experience in freight, logistics, or cargo services.
Familiarity with call center performance metrics.
Why Join Us?
Supportive team environment
Opportunities to grow within the Customer Experience department
Role directly impacts customer satisfaction and service quality