Job Description
Join our award-winning customer service team in downtown Baltimore! Baltimore Connect Solutions is seeking passionate individuals to deliver exceptional support experiences. We offer competitive compensation, comprehensive benefits, and growth opportunities in a modern, collaborative environment. If you thrive in fast-paced settings and love helping others, this is your chance to build a rewarding career with a leader in client satisfaction.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve complex issues using proprietary CRM systems and knowledge databases
- Meet/exceed performance metrics including call quality, resolution time, and customer satisfaction scores
- Document interactions accurately in customer relationship management software
- Collaborate with technical teams to escalate unresolved issues efficiently
- Participate in ongoing training to enhance product knowledge and service skills
Qualifications
- High school diploma or equivalent; college degree preferred
- 1+ years of customer service or call center experience
- Excellent verbal/written communication and active listening skills
- Proficient in Microsoft Office Suite and CRM platforms (Salesforce experience a plus)
- Ability to multitask and navigate multiple systems simultaneously
- Strong problem-solving skills with attention to detail
- Flexibility to work evenings/weekends as required by business needs