Job Description

Customer Service Specialist

This is a remote position. Customer Service Specialist – Make a Difference for Our Customers Every Day Position Overview: We are looking for energetic individuals who have an interest in providing our clients' customers with excellent customer service support from your secure home office. We aim to delight every customer every day. As a Customer Service Specialist, you'll play a key role in helping customers achieve their goals, whether it's finding the perfect product, resolving an issue, or ensuring a smooth order process. You'll use your empathy, resourcefulness, and problem-solving skills to deliver exceptional service that leaves a lasting impression. If you thrive on making customers successful and are motivated to turn challenges into wins, we'd love to hear from you. XACT@Home is only available in AL, FL, GA, ME, MD, MS, NC, PA, VA, UT, and TX. Please check back later for availability in your state.

What You'll Do:

• Be a trusted resource for customers, assisting them via phone, email, and live chat with product selection, order questions, and everything in between
• Use active listening and genuine curiosity to understand customers' needs and challenges, and then recommend solutions that exceed expectations
• Approach customer interactions with a "How can I make this easy for the customer?" mindset, removing the burden of extra work from the customer and inspiring confidence
• Communicate clearly with other departments to ensure timely order processing and delivery
• Meet established performance metrics and continually set goals for professional growth
• Maintain accurate and detailed records of customer interactions to keep things streamlined and efficient
• Identify opportunities to enhance the customer experience through thoughtful upselling, cross-selling, or problem-solving
• Stay informed with company updates so you can offer the best guidance to our customers
• Contribute to projects and other tasks as needed to support company growth

Who You Are:

• Someone who truly gets excited about making customers happy through understanding and solving their problems
• A problem-solver who is motivated to find solutions and create positive outcomes
• A great communicator who can connect, empathize, and build trust with customers
• A great listener who can connect with customers and understand their needs
• Organized and detail-oriented, ensuring every customer's request is handled effectively
• Energetic, adaptable, and excited to learn and grow in a fast-paced environment

What You Bring:

• High school diploma or equivalent; some college coursework is a plus
• Prior customer service experience is ideal, but we're happy to train the right candidate
• Strong communication, interpersonal, and decision-making skills
• A proactive, positive attitude with a focus on solutions and customer satisfaction
• Ability to multitask and prioritize in a fast-paced environment
• Comfortable using technology and troubleshooting technical issues. Ability to type at a minimum 40 WPM

Requirements:

• Physical Requirements: Ability to remain in a stationary position for prolonged periods while working at a computer Ability to communicate effectively with customers over the phone Must be able to perform repetitive tasks, such as typing, with attention to detail
• Technical Requirements: High-speed DSL or cable connection, rated at least 10 MB download speed and 2 MB upload speed. Dedicated home office space, which is free from distraction, and with a door that can be closed and locked. Your workspace must be a dedicated working environment that is used exclusively by you. A personal desktop computer running a licensed version of Windows 10 or higher (Windows 11 preferred), with 8 GB of RAM (Core i3 processor, or better). Laptops are not eligible for the work-at-home agent program. A 19″ flat panel monitor (minimum), multiple displays recommended and preferred. A wired network connection (wireless is not permitted) A webcam, for training, compliance, and collaboration purposes. An approved-brand USB headset for VOIP (Plantronics, Logitech, Jabra, Sennheiser, Surf Onn, Discover, Microsoft LifeChat Series). A modern mobile phone (iOS or Android) that can be used for multi-factor authentication purposes. Must have iOS 17 or greater, or Android OS 12 or greater. Apple or Samsung brand preferred.

Benefits:

Everyone needs time to relax and enjoy life — and at XACT, we're firm believers in work-life balance. Our paid time off (PTO) program allows team members to earn time they can use to unwind and enjoy life outside of work. Although we're open 24 hours a day, we believe in flexible scheduling that integrates work into your life — not the other way around. Set schedules, split shifts, and on-demand shift availability are just a few of the options we offer. Full-time team members are eligible to join our company group plan through Aetna, once eligibility requirements are met. Smile confidently! XACT offers dental insurance through Sun Life to eligible team members. With both low- and high-benefit plan options, you'll find one that fits your needs and makes you grin. We see you, too! We proudly offer VSP vision insurance to eligible team members. With strong coverage and savings on glasses and contacts, it's easy to see the value. In addition to standard insurance options, we also provide supplemental products through Allstate — including accident, disability, and other coverage choices. Relax — it's expected. We're happy to provide safe, comfortable working environments designed with your well-being in mind. Our call centers feature employee lounges, quiet spaces, and cozy places to work. We're just one big family here, so pull up a seat and join in. As a team member — not an independent contractor — you can count on us for support. Whether you're working in our contact centers or from your home office, we'll equip you with the tools, technology, and 24×7 support you need to succeed.

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