Customer Experience Representative

July 1 Start Date Fluency in Spanish and English required due to regular interaction with Spanish-speaking clients This is an onsite role located in Virginia Beach, VA The Customer Experience (CX) Representative is responsible for delivering accurate, empathetic, and exceptional support to our end users. This role is the first point of contact for inbound inquiries from individuals, registered agents, notaries, & international organizations via web forms, chat inquiries, phone systems, and email channels. CX Representatives will manage cases using the Microsoft Dynamics 365 (D365) support system, resolving issues through guided troubleshooting, clear education, and adherence to escalation criteria. This position plays a critical role in ensuring every customer interaction reflects our commitment to excellence and is critical to building customer trust, platform adoption, and overall customer experience.

Key Responsibilities:

Serve as the primary Tier 1 point of contact for Individuals, Registered Agents, Notaries, and Business Users with prompt responses via phone, chat, and email. Accurately triage and categorize cases based on user type, issue category, and urgency, ensuring proper queue routing. Resolve platform-related inquiries using approved KB articles, scripts, and guided workflows within Dynamics 365. Provide step-by-step assistance for common issues including access and credentialing, order submission, document uploads, payment questions, and document download or verification. Escalate concerns to Tier 1.5 or Tier 2 when escalation criteria are met, ensuring all required documentation and troubleshooting steps are completed before escalation. Document all customer interactions, troubleshooting actions, and outcomes accurately in Microsoft D365 while adhering to established SLA targets for first responses and resolutions. Identify recurring issues or friction points and surface insights to CX leadership for process or knowledge improvements.

Qualifications:

Associate's degree or equivalent experience required; Bachelor's degree preferred. Minimum 3+ years in a customer service, helpdesk, or support role, preferably in a SaaS, government technology, or higher education environment. Proven ability to interpret data from multiple sources, manage escalations, navigate sensitive issues, and communicate risk effectively. Experience working with CRM/case management systems (Microsoft Dynamics 365 experience is a plus). Comfort handling inquiries across multiple channels (phone, email, web forms, platform). Problem-solving mindset with a desire to help customers succeed. Fluency in Spanish and English is required.

Physical Requirements:

This is primarily an office-based job that may require sitting for extended periods of time working on a computer. Must be able to lift to 15 pounds at times. Good vision, with or without corrective lenses, to sustain adequate visual focus over a period of time.

Core Competencies:

Customer-focused judgment and professional service delivery Multi-channel communication handling across phone, chat, & email Structured troubleshooting & issue resolution Clear, calm, and empathetic communication Process adherence & documentation discipline Problem-solving & escalation awareness Time management & prioritization

Compensation and Benefits:

Competitive wage with opportunities for advancement. Medical, dental and vision insurance based upon length of service qualifications. Retirement plan available based upon length of service qualifications with company match. Paid sick- and annual-leave based upon length of service qualifications. Partial paid holidays based upon length of service qualifications.

Additional Information and Signature:

A positive attitude, proven work ethic and a desire to learn and surpass expectations are what you will find in our employees. We seek hard workers who possess the same ambition, attitude, integrities, desire and required skills to join our team. Simply stated, we want you to be successful: we therefore make every effort to quantify a candidate's suitability before an offer of employment is extended. Hence, interviewing at @Gov is a multi-stage process. This can include multiple site visits, question and answer panels, skill, and behavioral assessments. Prior to starting employment, successful candidates must pass a drug or illegal substance screening and are subject to a national criminal background check. Your cooperation and full disclosure during these evaluations are strongly recommended. The discovery at any time of withheld information on past employment, legal status, or criminal conviction will render a candidate ineligible for employment or may cause an active employee to be subject to discipline, up to and including, employment termination.