Job Description
Join our award-winning team at Elite Customer Solutions, where we redefine customer excellence through premium compensation and cutting-edge support systems. We're seeking motivated Call Center Agents in Durham, NC to deliver world-class service while earning industry-leading salaries. Enjoy comprehensive benefits, flexible scheduling, and career advancement opportunities in a modern, tech-enabled environment.
As a cornerstone of our client experience team, you'll handle high-value interactions with Fortune 500 clients while leveraging AI-powered tools to resolve complex inquiries. Our commitment to employee development includes quarterly performance bonuses, paid certifications, and leadership pathways.
Responsibilities
- Manage inbound/outbound calls for premium clients using Salesforce and Zendesk platforms
- Resolve escalated customer issues with first-contact resolution rates exceeding 95%
- Document interactions in CRM systems with 100% accuracy for compliance reporting
- Maintain average handle time (AHT) under 4 minutes while maintaining CSAT scores >90%
- Collaborate with technical teams to resolve system-related customer concerns
- Participate in quarterly process improvement workshops
Qualifications
- 3+ years of enterprise-level customer service experience
- Expertise in CRM platforms (Salesforce, Zendesk) and call center metrics
- Proven ability to handle high-stakes client interactions
- Strong conflict resolution skills with emotional intelligence certification
- Minimum 70 WPM typing speed with 98% accuracy
- Experience with bilingual support (Spanish preferred)
- Ability to work flexible shifts including evenings/weekends