Job Summary

New York City Jobs is seeking a highly motivated and customer-focused Customer Experience (CX) Representative - Omnichannel Specialist to join our dynamic remote support team. This role is ideal for individuals who excel in building positive customer relationships across multiple digital channels — including chat, email, phone, and social media. As a CX Representative, you will act as the voice of the brand, ensuring every customer interaction is handled with empathy, efficiency, and professionalism.

The successful candidate will be responsible for delivering seamless support experiences, resolving inquiries promptly, and driving customer satisfaction across our omnichannel environment. If you are a problem solver with a passion for communication and technology, we invite you to be part of our growing remote team.

Key Responsibilities

• Manage and respond to customer inquiries through multiple channels (email, chat, phone, and social media).

• Provide accurate and timely resolutions for customer issues while maintaining a friendly and professional tone.

• Monitor customer interactions to identify trends, recurring problems, and opportunities for service improvement.

• Collaborate with internal departments (Sales, Technical Support, and Product Teams) to resolve complex issues.

• Maintain detailed records of customer communications and feedback using CRM systems.

• Support customer onboarding and post-purchase guidance to ensure a smooth and engaging experience.

• Escalate high-priority or unresolved issues to appropriate team members while following company protocols.

• Participate in regular team meetings and training sessions to stay updated on product knowledge and service standards.

Required Skills and Qualifications

• Bachelors degree preferred; high school diploma or equivalent required.

• Strong written and verbal communication skills with excellent command of English.

• Proficiency in handling customer service tools such as Zendesk, Freshdesk, or Salesforce CRM.

• Exceptional multitasking skills, with the ability to manage several conversations simultaneously.

• High attention to detail and the ability to remain calm under pressure.

• Strong problem-solving abilities with a customer-first mindset.

• Comfortable working remotely and using collaboration tools like Slack, Zoom, and Microsoft Teams.

• Flexible and adaptable to evolving customer needs and technologies.

Experience

• 1–3 years of experience in customer service, preferably in an omnichannel or remote environment.

• Prior experience handling social media support, live chat, or email-based customer communication is highly desirable.

• Background in e-commerce, SaaS, or consumer-facing industries will be an advantage.

Working Hours

• Flexible remote working hours with shifts available in U.S. Eastern Time (EST).

• Rotational weekend or evening shifts may apply depending on business needs.

• Full-time and part-time positions available.

Knowledge, Skills, and Abilities

• Deep understanding of customer experience principles and digital communication etiquette.

• Ability to analyze customer feedback and contribute ideas for continuous improvement.

• Strong technical aptitude and the ability to learn new tools quickly.

• Empathetic communicator who can manage both routine and challenging interactions gracefully.

• Reliable, self-disciplined, and capable of meeting deadlines without direct supervision.

Benefits

• 100% Remote – Work from the comfort of your home anywhere in the U.S.

• Competitive salary package with monthly performance incentives.

• Health, dental, and vision insurance coverage.

• Paid time off, holidays, and wellness breaks.

• Opportunities for career growth and professional development.

• Ongoing training in customer service excellence and digital tools.

• Collaborative and inclusive virtual work culture.

Why Join New York City Jobs

At New York City Jobs, we believe that customer experience is the heart of every great brand. Joining our team means being part of a supportive, forward-thinking organization that values people, innovation, and continuous improvement. We invest in your success through ongoing training, growth opportunities, and a culture built on respect, transparency, and empowerment. Here, your voice matters — and your contribution directly shapes how millions of customers interact with our brand every day.

How to Apply

If you are ready to elevate your career and make a meaningful impact from home, we would love to hear from you!
Please submit your updated resume and a brief cover letter detailing your experience in customer service and why you are a great fit for this position.

Apply Now: Email your application to us with the subject line Application for CX Representative – Omnichannel Specialist.