Job Description
Join our award-winning customer experience team as a Remote Call Center Agent in Durham, NC! We're seeking empathetic communicators to deliver exceptional service from home while supporting Fortune 500 clients. Enjoy flexible scheduling, comprehensive benefits, and career advancement opportunities in a dynamic virtual environment.
Why You'll Love Working With Us:
- Industry-leading training and certification programs
- Health/dental/vision insurance + 401(k) matching
- Paid time off and paid holidays
- Home office equipment stipend
- Virtual team-building events
Responsibilities
- Handle inbound/outbound calls, emails, and chat inquiries with professionalism
- Resolve customer issues using CRM systems and knowledge bases
- Meet/exceed performance metrics (CSAT, AHT, FCR)
- Document interactions accurately in Salesforce and Zendesk
- Collaborate with specialists for complex escalations
- Participate in continuous improvement initiatives
- Maintain compliance with HIPAA/FERPA regulations
Qualifications
- High school diploma or equivalent required
- 1+ years customer service experience preferred
- Typing speed: 40+ WPM with 95% accuracy
- Proficiency in Windows OS and web applications
- Quiet, dedicated home office space
- Reliable high-speed internet (minimum 25 Mbps)
- Ability to work rotating shifts including weekends
- US work authorization required