Customer Experience Agent 1

Customer Experience Agent 1 SafeStreets USA is dedicated to creating safer, stronger communities across the country. We're looking for passionate, collaborative, and detail-oriented professionals to join our 1,000-member team. At SafeStreets USA, you'll work in a supportive environment where innovation, integrity, and community impact are at the heart of everything we do.Job SummaryThe essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions. Agent 1 is responsible for handling inbound and/or outbound customer interactions while delivering high-quality customer experience, maintaining performance metrics, and adhering to company compliance standards. This department follows a Skill-Based Pay Progression Model, where agents receive a pay increase for each skill competency achieved, encouraging development, cross-training, and long-term growth.Agent 1 will have the base skill of any one of these:Customer Experience /Care - Handling standard inbound/outbound calls and logistic communications, high attention to detail and documentation accuracy, follows scripts and SOPsRep Support - Answering our reps with professionalism and respect, Scheduling services on accounts, investigating account details, following proper escalation paths, creating cases, understanding DAV processes and protocols, creating accounts, understand dealer specific rules.Each skill must be completed via formal training, demonstrated successfully, quality-verified and approved by leadership and HR.Competencies & KPI'sOperational ProficiencyGrowth readinessFollows scripts and SOPsAbility to maintain professionalism in high-stress situations with a clear and professional phone presenceBasic computer proficiency and ability to navigate multiple systems simultaneouslyAdaptability and willingness to learn new systems and processesFacilitate shadow sessions or skill workshops as assignedHigh attention to detail and documentation accuracyMaintaining compliance standardsReceives at least an 80% competency score on all call calibrations conducted by managementMaintains an average handle time of 5 minutes or lessDoes not exceed an unavailable time of more than 25% of the time on the phone unless approved by managementHelps the department maintain an average seconds to answer of 2 minutes or lessSkills, Physical Demands & Work EnvironmentMust be able to lift up to 25 lbs. and sit or stand for periods throughout the workday.Strong verbal and written communication skillsAbility to handle sensitive and confidential information with discretionConflict resolution and problem-solving skillsAbility to manage multiple priorities in a fast-paced environmentAbility to move throughout the call center floor as neededOccasional standing for meetings, training sessions, or investigationsModerate noise level due to active call floorEffective problem solving and conflict resolution skillsRegular performance monitoring and quality assurance evaluationsLicenses, Certifications, & Educational RequirementsHigh school diploma or equivalent (GED) requiredMust be at least 18 years oldCompensationSafeStreets compensation may include base pay and, for eligible roles, variable compensation or bonuses. Variable and bonus compensation is not guaranteed and is governed by applicable plan terms. All compensation is paid in compliance with federal, state, and local wage laws, including applicable minimum wage and overtime requirements. Variable pay, if applicable, is defined in a separate compensation plan.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.