Job Description
Join Fort Worth Solutions Inc., a leading customer experience innovator, as a Senior Call Center Agent in our vibrant downtown headquarters. We're seeking passionate professionals to deliver exceptional service while representing Fortune 500 clients in healthcare, finance, and technology sectors. Enjoy a collaborative environment with industry-leading training, career advancement paths, and comprehensive benefits including health insurance, 401(k) matching, and paid time off.
Our state-of-the-art facility features ergonomic workstations, break areas with city skyline views, and on-site amenities. We prioritize work-life balance with flexible scheduling options and remote work opportunities after 90 days. Average tenure exceeds 3 years with 35% internal promotion rate into team leadership roles.
Responsibilities
- Handle inbound/outbound calls with 95%+ quality assurance scores
- Resolve complex customer issues across multiple product lines
- Meet/exceed monthly KPIs: 25+ calls/day, 85% CSAT
- Document interactions in Salesforce with 100% accuracy
- Mentor new agents through our buddy program
- Identify process improvement opportunities
- Participate in quarterly product training sessions
Qualifications
- 2+ years BPO/call center experience
- Proficiency in CRM systems (Salesforce preferred)
- WPM 45+ typing speed with 98% accuracy
- Spanish bilingual certification (or fluency)
- Associate degree or equivalent experience
- Available for rotational weekend shifts
- Valid Texas driver's license for client site visits
- Pass background check and drug screening