Job Description
Join our award-winning team as a Senior Customer Experience Specialist at Global Solutions Group! We're seeking dynamic professionals to deliver exceptional service while earning industry-leading compensation. Our Toledo-based center offers a collaborative environment, comprehensive benefits, and clear advancement paths. If you thrive in fast-paced settings and want your skills to translate to substantial rewards, this is your opportunity to shine. Apply today to start your high-impact career journey!
Responsibilities
- Handle complex customer inquiries with empathy and precision across multiple channels (phone, email, chat)
- Exceed performance metrics including CSAT scores, resolution rates, and call efficiency
- Mentor junior agents and contribute to process improvement initiatives
- Collaborate with cross-functional teams to resolve escalated issues
- Utilize CRM systems to document interactions and maintain accurate records
- Participate in ongoing training to master product knowledge and communication techniques
Qualifications
- Minimum 2 years of high-volume call center or customer service experience
- Proven track record of exceeding performance targets and metrics
- Exceptional verbal/written communication and active listening skills
- Proficiency with CRM platforms (Salesforce, Zendesk preferred)
- Ability to thrive in a metrics-driven environment
- High school diploma or equivalent; bachelor's degree preferred
- Flexibility to work evenings/weekends as needed