Job Description
Join Nebraska Connect Solutions as a Senior Customer Experience Specialist and elevate your career in our award-winning contact center. We're seeking dynamic professionals who thrive in fast-paced environments and are committed to delivering exceptional service. Enjoy comprehensive benefits, career advancement opportunities, and a collaborative team culture that values your growth.
Our Lincoln-based operations serve Fortune 500 clients with premium support services. This high-paying role offers uncapped earning potential through performance incentives and quarterly bonuses. We provide paid training, flexible scheduling options, and state-of-the-art work facilities.
Responsibilities
- Manage complex customer inquiries across multiple channels (phone, email, chat)
- Maintain 95%+ customer satisfaction scores through personalized solutions
- Exceed monthly performance metrics including AHT and FCR targets
- Train and mentor junior agents on service excellence protocols
- Implement process improvements to enhance customer journey
- Collaborate with cross-functional teams on service optimization
Qualifications
- 3+ years of high-volume contact center experience
- Proven track record of exceeding performance metrics
- Advanced proficiency in Salesforce and Zendesk platforms
- Exceptional conflict resolution and de-escalation skills
- Ability to work flexible shifts including evenings/weekends
- Associate degree or equivalent professional certification