Job Description

Customer Experience Representative (Advanced Support) - Full-Time, 1-Year Contract
Specializing in complex customer interactions, problem resolution, and cross-functional support.

This is not a typical customer service role. As a Customer Experience Representative (Advanced Support), you are the front line of our business, supporting customers through time-sensitive and often sensitive situations while collaborating across teams to ensure safe, reliable service. You will play a critical role in resolving complex customer issues, coordinating with internal stakeholders, and delivering a seamless customer experience.
This opportunity is ideal for individuals seeking full-time hours, meaningful work, and a collaborative remote environment. You'll gain exposure to multiple areas of the business while helping customers navigate complex situations that directly impact their experience and safety.

Why Join Us?
Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer competitive hourly pay and the opportunity to gain valuable experience in a dynamic, customer-focused environment.
Flexibility: This role is currently scheduled at 40 hours per week. Beginning in April 2027, employees will transition to a seasonal schedule of 32 hours per week from April through September and 40 hours per week from October through March.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry-leading platform that provides comprehensive support and resources to support your physical, mental, financial, and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training and career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What You'll Do
• Act as the primary point of contact for customer inquiries, including urgent and safety-related concerns.
• Navigate multiple systems in real time to assess situations, prioritize needs, and make informed decisions.
• Collaborate closely with dispatch, field teams, and internal partners to coordinate timely service.
• Build trust quickly through clear, empathetic communication and confident problem-solving.
• Manage complex customer requests involving billing, payments, and service coordination.
• Maintain accurate, detailed documentation across platforms

What You Bring
• Proven ability to solve problems in fast-paced, high-stakes environments.
• Strong collaboration skills and comfort working across multiple teams.
• Advanced computer proficiency with the ability to multitask across systems.
• Ability to build rapport quickly and manage sensitive conversations with professionalism.
• High level of adaptability, attention to detail, and sound judgment.
• Legal authorization to work in the country in which you are applying. We do not sponsor individuals for employment visas now or in the future for this opening.
• Fluency in Spanish is an asset.

What Sets This Role Apart
• Full-time, 1-year contract position.
• Current schedule of 40 hours per week (5 days/week, 8-hour shifts).
• Beginning in April 2027, employees will transition to a seasonal schedule:
• 32 hours per week from April through September
• 40 hours per week from October through March
• During the 32 hours, schedules may be spread across 5 days with shorter shifts
• Multiple shift options are designed to provide flexibility and support work-life balance. Shifts are based on Eastern Time.
• Remote work environment.
• A dynamic role with exposure to multiple areas of the business.
• Meaningful work that directly supports customer safety and enhances the customer experience.
• An opportunity to apply your problem-solving skills in a collaborative, fast-paced environment.

The expected hourly range for this role is $18.00-$22.50 per hour. This position is also eligible for an annual incentive program.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, qualifications, geographical location, and market and business considerations.