San Antonio - Customer Experience Representative (Seasonal) at Entourage Corporate Services

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

30 May, 26

Salary

0.0

Posted On

01 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Email Support, Phone Support, Video Chat Support, Data Entry, Zendesk, Troubleshooting, Technical Issues, Documentation, Communication, Multitasking, Prioritization, Empathy, SLA Management, Queue Management, Initiative

Industry

Description

What You’ll Do Deliver exceptional support across all ECS brands via email, phone, tickets, and video chat Data Entry (entering shipping addresses) Respond to all customer tickets within one business day using both Zendesk and our internal ticketing system, Admin Troubleshoot and resolve Tier I technical issues (e.g., image rendering, project cloning, order edits, cancellations, address updates) Maintain and update support documentation, FAQs, and macros for consistent and accurate communication Document all customer interactions clearly and thoroughly in our internal systems Manage a high volume of inbound troubleshooting calls, tickets, and follow-ups Research and resolve order issues, including shipping, refunds, and deadline concerns Collaborate with parents, advisers, consumers, and internal teams to drive customer satisfaction Provide weekly feedback on common product issues and customer pain points Monitor render logs and ticket trends to identify improvements and escalate as needed Stay current on all ECS policies, systems, and brand updates Participate in team meetings, training sessions, and cross-functional problem-solving Help manage the daily support queue and ensure we meet SLA standards Take initiative and support team needs beyond your core responsibilities What We’re Looking For 2+ year in a customer-facing role (support, service, help desk, or similar) Excellent written and verbal communication skills Strong multitasking and prioritization abilities in a fast-paced setting Tech-savvy and quick to learn new tools and systems High level of empathy and a team-first attitude Availability to work some weekends and extended hours during peak periods Willingness to work full-time from our San Antonio, TX office

Responsibilities

The representative will deliver exceptional support across all ECS brands using various channels like email, phone, and video chat, while also handling data entry and troubleshooting Tier I technical issues. They must maintain support documentation, clearly document interactions, and collaborate with various stakeholders to resolve order issues and drive customer satisfaction.