{"id":3294833,"url":"https://alion.io/job/kalkomey-customer-experience-agent-tier-1-2","title":"Customer Experience Agent — Tier 1","company":{"id":449885,"name":"Kalkomey","domain":"kalkomey.com","url":"https://alion.io/company/kalkomey","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":75000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":289},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T20:37:17Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-04T20:48:43Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About Kalkomey\nKalkomey Enterprises is the trusted guide to outdoor success. Every year, millions of people rely on our platform to gain the knowledge and confidence needed to safely explore the outdoors.\nSince 1995, Kalkomey has partnered with government agencies across North America to deliver the education that powers responsible outdoor recreation. Our courses and technology platforms support certification programs used by wildlife, parks, and boating agencies while helping outdoor enthusiasts develop the skills needed to safely enjoy activities like hunting, fishing, boating, and snowmobiling.\nToday, Kalkomey offers more than 360 online learning experiences supported by integrated web and mobile applications. Together, these solutions help make outdoor recreation more accessible, responsible, and safe for generations to come.\nWe believe education builds confidence, and confidence opens the door to the outdoors.\nAbout this opportunity\nThe Customer Experience Agent is the first point of contact for customers seeking assistance with products, services, and account inquiries. This role is responsible for delivering responsive, accurate, and empathetic support across all communication channels, including phone, email, and chat. The CX Agent handles routine inquiries and straightforward issue resolution, following established workflows and escalating complex cases to senior agents when appropriate. Success in this role is built on consistency, attention to process, and a genuine commitment to a positive customer experience.\nYou must reside in one of these US states: AR, AZ, CO, FL, GA, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI, or one of these provinces in Canada: Ontario\nSchedule: This role requires availability on the following fixed shift: Tuesday through Friday, 11:00 a.m. to 8:00 p.m. CT; Saturday, 8:00 a.m. to 5:00 p.m. CT\nWhat you'll do:\nCustomer Support & Issue Resolution\nRespond to customer inquiries via phone, email, chat, and other assigned communication channels in a timely and professional manner.\nResolve routine customer issues efficiently, applying established procedures and exercising sound judgment to identify the best course of action.\nEscalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor, providing complete case context to ensure a seamless handoff.\nFollow up on open cases as required to ensure full resolution and customer satisfaction.\nKnowledge & Process Adherence\nMaintain an up-to-date working knowledge of company products, services, policies, and support procedures.\nApply established workflows and service standards consistently to ensure uniform, high-quality customer interactions.\nAccurately document customer interactions, issue details, and resolution outcomes in the CRM system.\nCustomer Feedback & Continuous Improvement\nCollect and record customer feedback during interactions, capturing recurring themes and pain points accurately.\nIdentify patterns in customer inquiries and share observations with the CX Supervisor to inform process and product improvements.\nParticipate in team meetings, training sessions, and coaching conversations to develop skills and stay current on process changes.\nCollaboration & Team Contribution\nWork cooperatively with fellow agents and support staff to maintain service continuity and shared queue coverage.\nContribute to a positive team environment by sharing knowledge, supporting colleagues, and upholding a customer-first culture.\nLiaise with other departments as directed by the CX Supervisor to resolve cross-functional customer issues.\nPerformance & Quality Standards\nMeet or exceed individual key performance indicators (KPIs) including, but not limited to, response time, first-contact resolution (FCR), and customer satisfaction (CSAT).\nMaintain quality standards in all customer interactions, including accuracy, tone, and adherence to brand guidelines.\nParticipate in quality assurance reviews and apply feedback to improve individual performance.\nWhat you'll need:\nAbility to work a fixed shift of Tuesday through Friday, 11:00 a.m. to 8:00 p.m. CT; Saturday, 8:00 a.m. to 5:00 p.m. CT\nMinimum of one year of experience in an inbound call center environment, preferably supporting multiple brands.\nCompetencies\nCustomer Focus - Approaches every interaction with empathy and patience, prioritizing the customer's needs and working to ensure a positive resolution. Maintains professionalism and composure when handling difficult or frustrated customers.\nProcess Adherence - Follows established workflows, service standards, and documentation requirements consistently. Understands that adherence to procedure is foundational to delivering reliable, high-quality support at scale.\nClear Communication - Conveys information, solutions, and next steps clearly and concisely across written and verbal channels. Adjusts tone and language appropriately for the customer and the nature of the inquiry.\nProblem Solving - Assesses customer issues methodically, applies available knowledge and tools to identify solutions, and recognizes when escalation is the appropriate course of action. Does not allow cases to stall without clear next steps.\nReliability & Ownership - Takes responsibility for assigned interactions through to resolution. Follows through on commitments to customers and colleagues, and maintains consistent attendance and output in a team-dependent environment, including the required Sunday-Thursday or Tuesday-Saturday shift, weekday evenings, and some holidays.\nContinuous Learning - Actively engages with training, coaching, and feedback as opportunities to develop. Keeps product and policy knowledge current and applies new learning promptly in day-to-day work.\nWhat we offer:\nIn addition to a competitive salary and annual bonus, we offer these great benefits:\nWe are a fully distributed company - unless specifically indicated in the job description, this is a work from home position \nEmployer matched 401(k) \nMedical/Dental/Vision insurance with generous employer contributions (including HSA) \nMaternity and Paternity leave and benefits \nThree weeks of paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule \nAnnual wellness allowance, as well as a paid mental health day once a year for when you need it \nAutomatic WFH contribution to each paycheck \nEmployee Assistance Program (EAP) \nKalkomey is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Kalkomey is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. 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