Customer Experience Agent 1

SafeStreets USA is dedicated to creating safer stronger communities across the country.Werelooking for passionate collaborative and detail-oriented professionals to join our 1000-member team. At SafeStreets USAyoullwork in a supportive environment where innovation integrity and community impact are at the heart of everything we do.

Job Summary

The essential functions listed below are representative of the dutiesto successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.Agent1is responsible forhandling inbound and/or outbound customer interactions while deliveringhigh-quality customer experiencemaintainingperformance metrics andadhering to company compliance standards. Thisdepartmentfollows a Skill-Based Pay Progression Model where agents receive apayincrease for eachskillcompetency achieved encouraging development cross-training and long-term growth.

• Agent 1 willhave 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 accuracyfollows scripts and SOPs

• Rep Support-Answering our reps with professionalism and respect Scheduling services on accountsinvestigatingaccount details following proper escalation paths creating casesunderstandingDAV processes and protocols creating accounts understand dealer specific rules.

Each skill must be completed via formal trainingdemonstratedsuccessfully quality-verified and approved by leadership and HR.

• Maintaining compliance standards

• Responds to customerinquiriesregardingproducts services and company policies using established scripts and knowledge resources escalating non-routine issues according to defined guidelines escalated as outlined.

• Responds to customer inquiries via phone or electronic systems during assigned daily shifts providingaccurateinformation and resolving routine issuesin accordance withcompany policies.

Competencies &KPIs

• Operational Proficiency

• Growth readiness

• Followsscripts and SOPs

• Ability tomaintainprofessionalism in high-stress situations with a clear and professional phone presence

• Basic computerproficiencyand ability to navigate multiple systems simultaneously

• Adaptability and willingness to learn new systems and processes

• Facilitate shadow sessions or skill workshops as assigned

• High attention to detail and documentation accuracy

• Maintaining compliance standards

• Receivesat leastan 80% competency score on all call calibrations conducted by management

• Maintains an average handle time of 5 minutes or less

• Does not exceed an unavailable time of more than 25% of the time on thephoneunless approved by management

• Helps the departmentmaintainan average seconds to answer of 2 minutes or less

SkillsPhysicalDemands & Work Environment

• Must be able to lift up to 25 lbs. and sit or stand for periods throughout theworkday.

• Strong verbal and written communication skills

• Ability to handle sensitive and confidential information with discretion

• Conflict resolution and problem- solving skills

• Ability to manage multiple priorities in a fast-paced environment

• Ability to move throughout the call center floor as needed

• Occasional standing for meetings training sessions or investigations

• Moderate noise level due to active call floor

• Effective problem solving and conflict resolution skills

• Regular performance monitoring and quality assurance evaluations

Licenses Certifications &Educational Requirements

• High school diploma or equivalent (GED)

• Must be at least 18 years old

Compensation

SafeStreets compensation may include base pay and for eligible roles variablecompensationor bonuses.Variable andbonus 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.Variablepay if applicableis definedin a separate compensation plan.