Job Description
Join Washington DC's premier customer experience hub as a Senior Call Center Agent at Capital Connect Solutions. We offer industry-leading compensation and benefits for top-tier professionals dedicated to delivering exceptional service. Our state-of-the-art facility in the heart of the nation's capital provides an unparalleled work environment with career advancement opportunities into team leadership and specialized roles.
Why Apply Today?
• Comprehensive health/dental/vision plans
• 401(k) with 6% employer match
• Paid professional development certifications
• Flexible hybrid work schedule
• Performance-based quarterly bonuses
Responsibilities
- Handle complex customer inquiries across multiple channels (phone, email, chat) with 95%+ satisfaction rate
- Resolve escalated issues involving billing, technical support, and account management
- Maintain detailed CRM documentation with 100% accuracy for compliance tracking
- Collaborate with technical teams to troubleshoot system integration challenges
- Mentor junior agents through peer-coaching sessions and knowledge sharing
- Contribute to process improvement initiatives reducing average handle time by 10%
- Participate in quarterly training programs on new products and compliance updates
Qualifications
- 3+ years of high-volume call center experience in B2B or B2C environments
- Proven track record of achieving/exceeding performance metrics (CSAT, FCR, AHT)
- Advanced proficiency in Salesforce, Zendesk, or equivalent CRM platforms
- Exceptional conflict resolution skills for de-escalating complex situations
- Ability to multitask across digital and voice channels during peak volumes
- Relevant industry certifications (e.g., HDI, CCXP) preferred
- Authorized to work in the United States without sponsorship
- Fluency in English and Spanish required; additional languages valued