Job Description
Join Cincinnati's premier BPO partner and elevate your career as a Senior Customer Experience Specialist. We're seeking dynamic professionals to deliver exceptional client interactions while earning industry-leading compensation. Enjoy a modern downtown workspace, comprehensive benefits, and clear pathways to leadership roles. Our culture rewards performance with uncapped bonuses and advancement opportunities for top performers.
Why Apply?
- Starting wage 30% above Ohio's call center average
- Health, dental, vision, and 401(k) matching
- Tuition reimbursement and professional development
- Hyework flexibility after 90 days
Responsibilities
- Manage high-value client accounts with 95%+ satisfaction targets
- Resolve complex technical and billing inquiries for Fortune 500 clients
- Maintain detailed documentation in Salesforce and CRM systems
- Collaborate with escalation teams to resolve VIP client issues
- Contribute to process improvement initiatives
- Mentor new agents on best practices and compliance
- Exceed monthly performance metrics (CSAT, FCR, AHT)
Qualifications
- 3+ years enterprise-level customer service experience
- Advanced proficiency with CRM platforms (Salesforce preferred)
- Proven track record of meeting/exceeding KPIs
- Exceptional conflict resolution and de-escalation skills
- Ability to work flexible shifts including evenings/weekends
- Professional certification (e.g., HDI, CCXP) preferred
- Strong analytical and problem-solving abilities
- Fluent in English with clear, articulate communication