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Who we are:

As the largest privately held service provider in our industry, Thomas & Company stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize in offering unmatched unemployment cost control, employment verification, and tax credit services, all designed to reduce financial risk, streamline processes, and drive cost efficiency for our clients.

Our culture:

We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish.

We are not just a company-we are a community of passionate individuals dedicated to making a real impact. From dynamic team-building opportunities to leadership development programs, Thomas & Company invests in its people at every level. Our supportive workplace is built on the foundation of our core values a shared vision for enabling success. Our winning culture has earned us recognition as a five-time Tennessean Top Workplace and two (and counting) USA Today Top Workplace.

Whether you're looking for a challenge, a place to grow your career, or a team that values your contributions, Thomas & Company offers endless opportunities to make a difference. Join us and become part of a team where your ideas are heard, your potential is recognized, and your career can truly flourish.

The position:

The Customer Experience Specialist is responsible for supporting the Verifications line of business by fielding inbound customer calls, chats, and emails. This role handles and resolves verification-related requests, manages customer complaints, troubleshoots issues, provides accurate information and direction, documents all customer interactions, and completes post call or post chat follow up. The position also receives Unemployment Cost Management (UCM) calls and ensures proper routing to the UCM department.

Essential Duties and Responsibilities

• Handle a high volume of inbound calls, in addition to chat and email inquiries, while consistently meeting quality and productivity standards
• Adhere to established department procedures while meeting or exceeding defined productivity and quality metrics
• Identify customer needs, clarify information, and provide accurate resolution or direction, including appropriate follow-up when required
• Support the Verifications line of business with tasks as assigned by management, including but not limited to indexing, routing, completing, and/or returning verifications
• Receive incoming calls related to Unemployment Cost Management (UCM) and route those inquiries to the appropriate department
• Identify and escalate priority or complex issues to management while maintaining a professional and courteous demeanor
• Maintain adherence to assigned work schedules, including accurate timekeeping, punctuality, and availability during scheduled hours to support call volume demands and customer support needs
• Other duties as assigned

Required Qualifications

• High School Diploma or equivalent required
• 1–2 years of experience in a call center or customer service environment
• Demonstrated ability to manage a high volume of daily inbound calls
• Experience supporting customers via chat preferred
• Equivalent combination of education and experience will be considered
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

Special Considerations and Prerequisites

• Strong problem-solving skills with the ability to adapt in a fast-paced, high-volume environment
• Professional and effective communicator with strong awareness of tone in both written and verbal interactions
• Empathetic, customer-focused approach with the ability to adjust communication style to meet customer needs
• Highly organized, detail-oriented, and accountable for assigned work
• Collaborative team player with a positive, solution-oriented mindset and flexibility to support changing business needs
• Ability to identify recurring issues or customer pain points and communicate observations to leadership
• Working knowledge of employment verification processes
• Comfortable using Zoom and other collaboration tools to communicate with teammates and leadership
• Able to handle sensitive and confidential information in accordance with company policies
• Self-motivated and able to work independently with minimal supervision
• Adaptable to changes in processes, policies, and tools
• Dependable attendance, punctuality, and adherence to assigned schedules
• Ability to remain professional and effective in high-pressure or stressful situations