Customer Experience Representative (Advanced Support) - Full-Time, 1-Year Contract

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. 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.