Job Description
Join Washington DC's premier customer experience team at Capital Connect Solutions! We're seeking exceptional Senior Call Center Agents to deliver world-class support in our state-of-the-art downtown facility. Enjoy industry-leading compensation, comprehensive benefits, and career advancement opportunities in the nation's capital.
What We Offer:
- Competitive hourly wage ($28-$35) + uncapped performance bonuses
- Comprehensive health, dental, and vision insurance
- 401(k) with 6% company match
- Paid training and professional development
- Hybrid work schedule (3 days in-office, 2 remote)
Responsibilities
- Handle high-volume inbound/outbound calls for Fortune 500 clients
- Resolve complex customer inquiries with empathy and efficiency
- Meet/exceed KPIs: 90+ CSAT, <30 handle time, <5 abandonment rate
- Document interactions accurately in Salesforce CRM
- Collaborate with tier-2 support for technical escalations
- Participate in monthly coaching sessions and skill workshops
- Maintain 100% compliance with PCI and HIPAA protocols
Qualifications
- 3+ years B2B customer service experience
- Proven track record exceeding performance metrics
- Advanced proficiency with Salesforce and CRM systems
- Exceptional problem-solving and conflict resolution skills
- Ability to work flexible shifts (including evenings/weekends)
- Fluency in English and Spanish (bilingual preferred)
- Associate degree or equivalent professional certification