Job Description
Join Detroit's premier customer service team and earn premium compensation for your expertise! We're seeking dynamic Senior Call Center Agents to deliver exceptional client experiences while enjoying industry-leading benefits and growth opportunities. Our Detroit-based operation rewards top performers with performance bonuses, comprehensive health coverage, and career advancement paths into management or specialized roles.
Work in our state-of-the-art downtown facility with flexible scheduling options, paid training, and a collaborative team environment. We value your skills and invest in your success through continuous development programs and recognition initiatives. This is your chance to build a stable, high-earning career in customer service without sacrificing work-life balance.
Responsibilities
- Handle complex inbound/outbound calls for high-value clients with 90%+ satisfaction rates
- Resolve escalated customer issues across multiple communication channels (phone, email, chat)
- Maintain detailed CRM documentation with 100% accuracy for compliance purposes
- Meet/exceed monthly KPIs: 25+ calls/day, 90% first-contact resolution, 15+ AHT
- Train junior agents on product knowledge and service protocols
- Identify cross-sell opportunities for premium service packages
- Participate in quarterly process improvement initiatives
Qualifications
- 3+ years B2B/B2C call center experience with documented performance metrics
- Expertise in conflict resolution and de-escalation techniques
- Proficiency with Salesforce, Zendesk, or enterprise CRM systems
- Strong typing skills (50+ WPM) and multitasking abilities
- Valid driver's license and reliable transportation for downtown location
- Associates degree or relevant industry certification preferred
- Spanish language fluency a significant advantage
- Ability to work evenings/weekends during peak seasons