We are looking for energetic individuals who have an interest in providing our clients' customers with excellent customer service support from your secure home office. We aim to delight every customer every day. As a Customer Care Representative, you’ll play a key role in helping customers achieve their goals—whether it’s finding the perfect product, resolving an issue, or ensuring a smooth order process. You’ll use your empathy, resourcefulness, and problem‑solving skills to deliver exceptional service that leaves a lasting impression. If you thrive on making customers successful and are motivated to turn challenges into wins, we’d love to hear from you.
XACT@Home is only available in AL, FL, GA, ME, MD, MS, NC, PA, VA, TX, and UT currently. Please check back later for availability in your state.
What You’ll Do- Be a trusted resource for customers, assisting them via phone, email, and live chat with product selection, order questions, and everything in between
- Use active listening and genuine curiosity to understand customers’ needs and challenges, and then recommend solutions that exceed expectations
- Approach customer interactions with a \"How can I make this easy for the customer?\" mindset, removing the burden of extra work from the customer and inspiring confidence
- Communicate clearly with other departments to ensure timely order processing and delivery
- Meet established performance metrics and continually set goals for professional growth
- Maintain accurate and detailed records of customer interactions to keep things streamlined and efficient
- Identify opportunities to enhance the customer experience through thoughtful upselling, cross‑selling, or problem solving
- Stay informed on product offerings, promotions, and industry trends so you can offer the best guidance to our customers
- Contribute to projects and other tasks as needed to support company growth
- Someone who truly gets excited about making customers happy through understanding and solving their problems
- A problem‑solver who is motivated to find solutions and create positive outcomes
- A great communicator who can connect, empathize, and build trust with customers
- A great listener who can connect with customers and understand their needs
- Organized and detail‑oriented, ensuring every customer’s request is handled effectively
- Energetic, adaptable, and excited to learn and grow in a fast‑paced environment
- High school diploma or equivalent; some college coursework is a plus
- Prior customer service experience is ideal, but we’re happy to train the right candidate
- Strong communication, interpersonal, and decision‑making skills
- A proactive, positive attitude with a focus on solutions and customer satisfaction
- Ability to multitask and prioritize in a fast‑paced environment
- Comfort with technology: experience with Google Workspace and CRM systems is a bonus
- Ability to type at a minimum 40 WPM
At XACT you’ll have the chance to directly impact customers’ success and be part of a team that values collaboration, growth, and great service. You’ll help customers feel confident in their choices—and help them look like the hero of their organization.
RequirementsPhysical Requirements
- Ability to remain in a stationary position for prolonged periods while working at a computer
- Ability to communicate effectively with customers over the phone and via email or live chat
- Must be able to perform repetitive tasks, such as typing, with attention to detail
Technical Requirements
- Be able to type 40 words per minute or greater
- High‑speed DSL or cable connection, rated at least 10 MB download speed and 2 MB upload speed
- Dedicated home office space, free from distraction, with a door that can be closed and locked; you must provide a picture of this space. The workspace must be used exclusively by you
- A personal desktop computer running a licensed version of Windows 10 Pro or higher (Windows 11 Pro is preferred), with 8 GB of RAM. Laptops are not eligible for the work‑at‑home agent program
- Must have Remote Desktop Connection (RDC) installed
- A 19″ flat‑panel monitor (minimum), multiple displays recommended and preferred
- A webcam, for training, compliance, and collaboration purposes
- A wired network connection (wireless is not permitted)
- An approved‑brand USB headset for VOIP with noise cancellation
- A modern mobile phone (iOS or Android) that can be used for multi‑factor authentication; must have iOS 15 or greater, or Android OS 11 or greater. Apple or Samsung brand preferred
Full‑time team members are eligible to join our company group plan through United Healthcare once eligibility requirements are met. We offer dental insurance through Sun Life, vision insurance through VSP, and supplemental products through Allstate. Employees receive paid time off and flexible scheduling options including set schedules, split shifts, and on‑demand shift availability. Our call centers feature employee lounges, quiet spaces, and cozy places to work. As a team member—not an independent contractor—you can count on us for support. Whether you’re working in our contact centers or from your home office, we’ll equip you with the tools, technology, and 24×7 support you need to succeed.
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