Job Description
Join our award-winning customer experience team as a Senior Call Center Agent in Raleigh, NC! We're seeking passionate professionals to deliver exceptional service while driving growth for Fortune 500 clients. Enjoy competitive compensation, comprehensive benefits, and opportunities for advancement in a modern, tech-enabled environment.
Why join us?
- Industry-leading training program
- Flexible hybrid work options
- 401(k) with company match
Responsibilities
- Handle high-volume inbound/outbound calls for enterprise clients
- Resolve complex customer issues using CRM tools (Salesforce, Zendesk)
- Meet/exceed key metrics: CSAT, FCR, and AHT targets
- Document interactions and identify upsell opportunities
- Mentor junior agents on best practices
- Participate in quarterly process improvement initiatives
Qualifications
- 3+ years call center or customer service experience
- Proficiency with CRM software and MS Office Suite
- Exceptional verbal/written communication skills
- Ability to multitask in fast-paced environments
- Strong problem-solving and conflict resolution abilities
- High school diploma or equivalent (college degree preferred)
- Valid North Carolina driver's license (required for occasional client visits)