Job Description
Join our award-winning team as a Customer Experience Specialist where your voice makes a difference! We're seeking passionate professionals to deliver exceptional support to our diverse client base. Enjoy a modern workspace, comprehensive training, and clear career advancement paths in Charlotte's thriving business district. Our inclusive culture recognizes top performers with monthly incentives and quarterly bonuses.
Responsibilities
- Handle 50-70 inbound/outbound calls daily with 95% customer satisfaction rate
- Resolve billing inquiries, technical issues, and service requests using Salesforce CRM
- Document interactions accurately in our ticketing system within 15-minute SLA
- Collaborate with technical teams to resolve complex escalations
- Participate in weekly coaching sessions to improve performance metrics
- Maintain 98% schedule adherence and 30-second call handling time
- Contribute to process improvement initiatives quarterly
Qualifications
- 1+ years customer service experience in high-volume environment
- Proficient in Microsoft Office Suite and CRM platforms
- Typing speed of 40+ WPM with 98% accuracy
- Exceptional active listening and de-escalation skills
- Ability to work flexible shifts including nights/weekends
- High school diploma or equivalent; associate's degree preferred
- Valid North Carolina driver's license (required for occasional off-site training)