Job Description
Join our award-winning customer experience team as a Senior Call Center Agent at Houston Connect Solutions! We're seeking passionate professionals to deliver exceptional service while advancing their careers in a dynamic, growth-oriented environment. Enjoy competitive pay, comprehensive benefits, and opportunities for advancement in one of America's most vibrant cities.
Why Work With Us?
- Industry-leading training and development programs
- Health, dental, and vision insurance options
- 401(k) with company matching
- Performance-based quarterly bonuses
- Modern downtown Houston workspace with flexible scheduling
Responsibilities
- Handle high-volume inbound/outbound calls with empathy and efficiency
- Resolve customer inquiries regarding products, services, and billing
- Document interactions accurately in CRM systems (Salesforce)
- Collaborate with technical teams to resolve complex issues
- Meet/exceed performance metrics (CSAT, FCR, AHT)
- Identify opportunities for process improvements
- Train new agents on call protocols and company policies
Qualifications
- Minimum 2 years of call center or customer service experience
- Proficiency with CRM software (Salesforce preferred)
- Strong problem-solving and conflict resolution skills
- Ability to type 40+ WPM with 95% accuracy
- Excellent communication skills in English (bilingual Spanish a plus)
- Flexible availability including evenings/weekends
- High school diploma or equivalent (college degree preferred)
- Valid Texas driver's license for occasional off-site meetings