Job Description
Join TechConnect Solutions as a Senior Call Center Agent and become the voice of innovation in San Francisco's thriving tech scene. We're seeking passionate individuals to deliver exceptional customer experiences while representing cutting-edge technology solutions. Our state-of-the-art downtown office offers collaborative workspaces, comprehensive benefits, and growth opportunities in one of America's most dynamic cities.
As a key member of our customer experience team, you'll handle inbound/outbound calls, resolve technical inquiries, and build lasting relationships with clients. We invest in your success through paid training, career advancement paths, and competitive compensation packages including health insurance, 401(k) matching, and performance incentives.
Responsibilities
- Handle high-volume inbound/outbound calls with professionalism and efficiency
- Resolve complex customer inquiries regarding products/services using CRM systems
- Document interactions accurately and maintain detailed case notes in Salesforce
- Collaborate with technical teams to escalate unresolved issues
- Meet/exceed performance metrics for call quality, resolution time, and CSAT scores
- Participate in ongoing training to master new products and processes
- Contribute to team knowledge sharing through best practice sessions
Qualifications
- Minimum 2 years of call center or customer service experience
- Exceptional verbal/written communication skills with clear articulation
- Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite
- Strong problem-solving abilities with empathy for customer needs
- Ability to multitask effectively in a fast-paced environment
- High school diploma or equivalent; bachelor's degree preferred
- Flexible availability including evenings/weekends as needed