Job Description
Join our award-winning customer service team in Lincoln! As a Call Center Agent at CustomerConnect Solutions, you'll be the voice of our clients, delivering exceptional support through inbound/outbound calls and digital channels. We offer comprehensive training, flexible scheduling, and clear career paths into leadership roles. Our modern downtown office features ergonomic workspaces, team collaboration zones, and on-site amenities. Enjoy competitive compensation, health benefits, and quarterly performance bonuses while making a tangible impact on customer satisfaction.
Responsibilities
- Handle 80-100 daily inbound/outbound calls with average call duration under 6 minutes
- Resolve customer inquiries regarding billing, technical support, and service modifications
- Document interactions in Salesforce CRM with 98% accuracy
- Meet/exceed monthly key performance indicators (KPIs) including CSAT scores and first-call resolution
- Collaborate with technical teams to resolve complex escalations
- Participate in bi-weekly coaching sessions and skills development workshops
- Contribute to process improvement initiatives through monthly feedback sessions
Qualifications
- High school diploma or equivalent; college degree preferred
- 1+ years customer service experience in high-volume call center environment
- Proficiency with CRM software (Salesforce experience strongly preferred)
- Typing speed of 45+ WPM with 99% accuracy
- Exceptional active listening and de-escalation skills
- Ability to work flexible shifts including evenings/weekends
- Valid Nebraska driver's license (for occasional off-site client meetings)
- Pass background check and pre-employment drug screening