Customer Experience Agent

Job DescriptionThe requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform theessential Functions.Send applications or inquiries to: hr@trinityroad.comRequirementsAssociate’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 ideasJob DescriptionDepartment: Customer ExperienceReports To: Customer Experience SupervisorPosition SummaryThe Customer Experience Agent (Omnichannel Support) is responsible for providingexceptional customer service across multiple communication channels, including phone,email, live chat, and back-office functions. This role supports all company brandssimultaneously and works directly with customers, teammates, and leadership to resolveinquiries, meet daily performance goals, and deliver a consistent customer experiencealigned with the company’s mission and core values.Essential Duties & ResponsibilitiesProvide 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.Knowledge, Skills & AbilitiesStrong 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 dayEmail Agent Assignment: Average of 12-15 emails per hourBack Office Agent Assignment: Average of 12-15 back-office tasks per hourPhysical Demands/Environmental Factors: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.Send applications or inquiries to: hr@trinityroad.comAbout The EmployerTrinity 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 MattersWe InnovateWe Seek SolutionsWe Drive ResultsWe PersevereWe Care