Job Description
Join Omaha's premier telecommunications leader as a Senior Customer Experience Agent and elevate your earning potential! We're seeking motivated professionals to deliver exceptional service while enjoying industry-leading compensation and comprehensive benefits. Our state-of-the-art downtown facility offers a collaborative environment where your expertise is valued, and career growth is accelerated through continuous training programs.
As a cornerstone of our customer success team, you'll handle premium client accounts with complex technical inquiries, resolving issues efficiently while maintaining our 98% satisfaction benchmark. This role includes performance-based bonuses, quarterly profit sharing, and advancement tracks to team leadership or specialist positions.
Responsibilities
- Manage high-value client accounts with complex technical troubleshooting for fiber-optic networks
- Deliver premium customer service with 95+ first-call resolution rate
- Upsell specialized services (business solutions, security packages) to enterprise clients
- Maintain detailed documentation in Salesforce CRM with 99.5% accuracy
- Collaborate with technical teams to resolve escalated issues within 2-hour SLA
- Mentor junior agents during peak hours and training sessions
Qualifications
- 3+ years experience in high-volume B2B customer service or technical support
- Proven track record of upselling with $50K+ annual sales volume
- Advanced proficiency in CRM systems (Salesforce preferred) and troubleshooting tools
- Exceptional conflict resolution skills with documented client satisfaction scores
- Strong analytical abilities for diagnosing network connectivity issues
- Ability to work flexible shifts including nights/weekends for 24/7 coverage
- Professional certification in telecommunications or customer service management preferred