Job Description
Join our award-winning customer service team in the heart of Manhattan! Global Solutions Inc. is seeking a dynamic Senior Call Center Agent to deliver exceptional customer experiences for Fortune 500 clients. This is a direct hire opportunity offering career growth, comprehensive benefits, and a vibrant downtown NYC work environment.
Why You'll Love Working With Us:
- Competitive salary with quarterly performance bonuses
- 100% paid health, dental, and vision insurance
- 401(k) with 6% company match
- Paid time off and 12 company holidays
- Professional development stipend
Responsibilities
- Handle 80+ inbound/outbound calls daily with high-resolution focus
- Resolve complex customer inquiries across multiple product lines
- Document interactions accurately in Salesforce CRM system
- Maintain 95%+ customer satisfaction score (CSAT)
- Collaborate with Tier 2 support for technical escalations
- Participate in weekly coaching sessions and performance reviews
- Contribute to process improvement initiatives
Qualifications
- 3+ years of high-volume call center experience
- Proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional active listening and conflict resolution skills
- Ability to type 45+ WPM with 98% accuracy
- Associate degree or equivalent professional certification
- Bilingual (Spanish/English) preferred
- Experience in financial services or SaaS industries