Job Description
Join our award-winning customer experience team in the heart of Manhattan! GlobalConnect Solutions is seeking dynamic Full-Time Call Center Agents to deliver exceptional service to our diverse clientele. As a key member of our NYC-based team, you'll be the voice of innovation in telecommunications, helping customers navigate our cutting-edge solutions with professionalism and warmth. Enjoy competitive compensation, comprehensive benefits, and a vibrant work culture in one of the world's most exciting cities. Apply today and start your career journey with us!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve technical issues and service disruptions using proprietary CRM systems
- Meet/exceed performance metrics including CSAT, AHT, and FCR targets
- Document interactions accurately in Salesforce while maintaining HIPAA compliance
- Collaborate with technical support teams to resolve complex escalations
- Participate in weekly training sessions to enhance product knowledge
- Contribute to process improvement initiatives for enhanced customer experience
Qualifications
- High school diploma or equivalent; college degree preferred
- 1+ years customer service or call center experience
- Exceptional communication skills and active listening abilities
- Proficiency with CRM platforms (Salesforce experience a plus)
- Ability to multitask in a fast-paced environment
- Strong problem-solving and conflict resolution skills
- Available to work flexible shifts including evenings/weekends
- Fluency in English and Spanish required; additional languages valued