Job Description
Join Newark's premier BPO provider as a Senior Customer Solutions Specialist and earn industry-leading compensation while delivering exceptional service to Fortune 500 clients. We offer comprehensive benefits including health/dental/vision, 401(k) matching, paid upskilling certifications, and flexible scheduling options. Our Newark facility features modern amenities and rapid career advancement paths into team leadership and training roles.
Responsibilities
- Handle complex customer inquiries across multiple communication channels (voice, chat, email)
- Resolve escalated issues with empathy and precision while meeting SLA targets
- Maintain 95%+ customer satisfaction scores through personalized solutions
- Utilize CRM systems to document interactions and identify process improvement opportunities
- Mentor junior agents during peak hours and quality assurance reviews
- Participate in quarterly training sessions to master new product knowledge
Qualifications
- 3+ years of high-volume contact center experience
- Proven ability to resolve complex technical and billing inquiries
- Minimum 95% attendance and adherence to schedule
- Advanced proficiency in Salesforce and Zendesk platforms
- Spanish language fluency strongly preferred
- Ability to type 55+ WPM with 98% accuracy
- Previous experience in telecom or SaaS industries