Job Description
Join our award-winning customer service team at ConnectSphere Solutions, where we blend cutting-edge technology with human-centered support. As a fully remote Call Center Agent based in St. Petersburg, you'll be the voice of our Fortune 500 clients, delivering exceptional experiences that build lasting relationships. We offer industry-leading training, flexible scheduling options, and a supportive virtual work environment designed for success.
Our competitive benefits package includes comprehensive health insurance, 401(k) matching, unlimited PTO, and monthly performance bonuses. We're committed to your growth with clear advancement paths to leadership roles in our expanding Tampa Bay operations.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction ratings
- Resolve complex billing, technical, and account issues using CRM platforms (Salesforce, Zendesk)
- Meet/exceed KPIs including average handle time (AHT), first call resolution (FCR), and conversion targets
- Document interactions accurately and maintain detailed case notes in compliance with HIPAA standards
- Collaborate with specialists on escalations while maintaining ownership throughout resolution
- Participate in continuous improvement initiatives to enhance service quality
- Complete quarterly certification training on new products and compliance updates
Qualifications
- Minimum 2 years customer service experience in BPO or contact center environment
- Proven ability to maintain composure during high-pressure interactions
- Proficiency in CRM software and MS Office suite (Excel, Word)
- Exceptional active listening and problem-solving skills
- Stable high-speed internet connection and quiet home office space
- Ability to work rotating shifts including nights/weekends based on client needs
- Florida residency required for tax purposes
- Spanish bilingual certification preferred but not required