Job Description
Join Coastal Connect Solutions as a Senior Call Center Agent and become the voice of excellence for our Fortune 500 clients! We're seeking dynamic professionals to deliver exceptional customer experiences in our state-of-the-art Virginia Beach facility. Enjoy comprehensive benefits, career advancement pathways, and a supportive team environment where your contributions make a tangible impact. If you thrive in fast-paced settings and possess exceptional communication skills, apply today to launch your customer service career with industry leaders!
Responsibilities
- Handle 80+ daily inbound/outbound calls across diverse client portfolios
- Resolve complex customer inquiries with empathy and first-contact resolution expertise
- Document interactions in CRM systems with 99% accuracy and timeliness
- Collaborate with support teams to escalate technical or billing issues
- Meet/exceed quality metrics (CSAT >90%, AHT <180s)
- Participate in bi-weekly training sessions on product updates
- Maintain HIPAA/GDPR compliance in all customer interactions
Qualifications
- 2+ years B2B/B2C call center experience with verifiable metrics
- Proficiency in Salesforce/Zendesk or equivalent CRM platforms
- Exceptional active listening and conflict resolution abilities
- High school diploma or equivalent; college degree preferred
- Typing speed of 50+ WPM with 95% accuracy
- Ability to work flexible shifts including evenings/weekends
- CompTIA A+ or similar certification advantageous