Job Description
Join Charlotte's premier BPO firm as a Senior Customer Experience Specialist! We're seeking dynamic professionals to deliver exceptional support while earning industry-leading compensation. Our award-winning team enjoys comprehensive benefits, career advancement pathways, and a cutting-edge downtown workspace. Why Choose Us? • 401(k) with 6% match • Premium health/dental/vision • Quarterly performance bonuses • Paid certifications • Flexible scheduling options • $500 referral bonus!
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 98% resolution accuracy
- Mentor junior agents and contribute to process improvement initiatives
- Exceed monthly KPIs including CSAT, FCR, and AHT targets
- Utilize Salesforce and proprietary CRM tools for case management
- Participate in VIP client account management programs
- Collaborate with cross-functional teams to resolve escalated issues
- Identify upsell opportunities for premium service tiers
Qualifications
- 3+ years in high-volume call center or customer service leadership
- Proficiency with Salesforce, Zendesk, or enterprise CRM platforms
- Proven track record of exceeding performance metrics
- Excellent problem-solving abilities with technical aptitude
- Strong written/verbal communication and active listening skills
- Ability to work flexible shifts including evenings/weekends
- Associates degree or equivalent professional certification
- Experience with BPO or SaaS industry preferred