Job Description
Join Milwaukee's premier customer service hub where your expertise is rewarded! We're seeking exceptional Senior Call Center Agents to deliver world-class support while earning top-tier compensation. Enjoy comprehensive benefits including health insurance, 401(k) matching, and paid time off. Our state-of-the-art downtown facility offers a collaborative environment with career advancement pathways to team lead and supervisor roles.
As a key member of our award-winning team, you'll handle complex customer inquiries, resolve escalated issues, and drive satisfaction metrics. We invest in your success with continuous training programs and performance-based incentives. If you're passionate about problem-solving and ready to build a long-term career with growth potential, apply today!
Responsibilities
- Manage high-priority inbound/outbound customer calls with empathy and efficiency
- Resolve complex billing, technical, and account-related inquiries
- Maintain detailed case documentation in Salesforce CRM system
- Collaborate with technical and billing teams to resolve escalations
- Meet/exceed key performance indicators (KPIs) including CSAT and FCR
- Contribute to process improvement initiatives
- Mentor junior agents during peak hours
Qualifications
- 2+ years of high-volume call center experience
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional verbal/written communication skills
- Ability to navigate multiple systems simultaneously
- Proven problem-solving abilities with complex issues
- Typing speed of 45+ WPM with 95% accuracy
- Flexible availability including evenings/weekends
- High school diploma or equivalent (degree preferred)