Job Description
Join our award-winning team as a Customer Experience Specialist in the heart of Raleigh! At Innovate Solutions Group, we're revolutionizing how businesses connect with their customers. This role offers competitive compensation, comprehensive benefits, and clear career advancement paths. Our state-of-the-art downtown Raleigh office features modern amenities, flexible scheduling options, and a collaborative culture that values your growth. Enjoy paid training, quarterly performance bonuses, and opportunities to develop specialized skills in client relationship management and technical support.
Responsibilities
- Handle 50-80 inbound/outbound customer calls daily with exceptional professionalism
- Resolve complex customer inquiries using CRM systems and knowledge bases
- Meet/exceed performance metrics for resolution time and customer satisfaction
- Collaborate with technical teams to troubleshoot product/service issues
- Document interactions accurately in Salesforce while maintaining HIPAA compliance
- Participate in monthly training sessions to enhance product knowledge
- Contribute to process improvement initiatives through feedback analysis
Qualifications
- High school diploma or equivalent; associate degree preferred
- 1+ years customer service or call center experience
- Proficiency with CRM software (Salesforce experience a plus)
- Exceptional verbal communication and active listening skills
- Ability to multitask in fast-paced digital environments
- Basic technical troubleshooting knowledge for SaaS products
- Flexibility to work occasional evenings/weekends during peak seasons
- Positive attitude with demonstrated problem-solving abilities