Job Description
Join our award-winning customer experience team in Portland! Pacific Northwest Solutions is seeking a dynamic Senior Call Center Agent to deliver exceptional support to our growing client base. Enjoy competitive compensation, comprehensive benefits package, and career advancement opportunities in a modern downtown workspace. We invest in our people with ongoing training programs and performance-based incentives.
Our ideal candidate thrives in fast-paced environments, values teamwork, and possesses exceptional problem-solving abilities. As a key member of our customer success team, you'll directly impact client retention and satisfaction through personalized service solutions.
Responsibilities
- Handle inbound/outbound customer inquiries with empathy and professionalism
- Resolve complex technical and billing issues through multi-channel support (phone, email, chat)
- Document interactions accurately in CRM systems while maintaining data integrity
- Collaborate with technical teams to escalate unresolved issues efficiently
- Meet/exceed performance metrics including CSAT scores and resolution rates
- Participate in continuous improvement initiatives for customer workflows
- Mentor junior agents on best practices and company protocols
Qualifications
- Minimum 2 years of high-volume call center experience
- Proficiency with CRM platforms (Salesforce/Zendesk preferred)
- Exceptional verbal/written communication skills
- Strong problem-solving abilities with analytical mindset
- Ability to navigate multiple systems simultaneously
- Customer service certification or equivalent training
- Typing speed of 45+ WPM with 98% accuracy
- Must be available for evening/weekend shifts as needed