Job Description
Join Houston's premier customer experience team! We're seeking a motivated Senior Call Center Agent to deliver exceptional service while driving customer loyalty. This direct-hire opportunity offers competitive pay, comprehensive benefits, and career advancement in a dynamic environment. If you thrive in fast-paced settings and excel at problem-solving, apply today to become part of our award-winning team.
Responsibilities
- Handle 50+ inbound/outbound calls daily with 95% customer satisfaction rate
- Resolve complex billing, technical, and account inquiries using Salesforce CRM
- Document interactions accurately and maintain detailed case notes
- Collaborate with technical support teams to escalate unresolved issues
- Meet/exceed monthly KPIs for resolution time and first-contact resolution
- Contribute to process improvement initiatives for workflow efficiency
Qualifications
- 3+ years of call center experience with B2B/B2C environments
- Proficient in CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional verbal/written communication and conflict resolution skills
- Ability to multitask while maintaining composure under pressure
- High school diploma or equivalent; college degree preferred
- Flexible availability including evenings and weekends as needed