Job Description
Join Seattle's premier customer experience hub! Pacific Connect Solutions is seeking dynamic Call Center Agents to deliver exceptional service to Fortune 500 clients. Our downtown Seattle office offers a vibrant, tech-forward environment where your voice makes a real impact. Enjoy competitive compensation, comprehensive benefits, and clear career advancement paths in a company that invests in your growth.
We provide paid training, flexible scheduling options, and a supportive team culture focused on professional development. As part of our expansion, we're adding 50+ new agents to our award-winning team this quarter.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries with empathy and efficiency
- Resolve complex billing and technical issues using CRM systems (Salesforce experience preferred)
- Meet/exceed monthly KPIs including CSAT scores, resolution rates, and call volume targets
- Document interactions accurately in compliance with industry regulations (HIPAA, PCI)
- Collaborate with technical and product teams to escalate unresolved issues
- Mentor new agents during onboarding and training periods
- Participate in continuous improvement initiatives for customer experience
Qualifications
- Minimum 2 years high-volume call center experience in B2B environment
- Proven track record of meeting/exceeding customer satisfaction metrics
- Advanced proficiency in CRM software (Salesforce, Zendesk, or similar)
- Exceptional active listening and de-escalation skills
- Ability to type 45+ WPM with 98% accuracy
- Strong problem-solving abilities with logical approach to troubleshooting
- Available to work rotating shifts including evenings/weekends
- High school diploma or equivalent; college degree preferred