Job Description
Join Boston Connect Solutions as a Customer Experience Specialist and become the voice of innovation in our dynamic call center environment. We're seeking passionate individuals who thrive in fast-paced settings to deliver exceptional service while supporting our clients' digital transformation initiatives. Enjoy a modern workspace in Boston's Financial District, comprehensive benefits package, and opportunities for career growth within our expanding tech-focused organization.
What We Offer:
- Competitive salary with quarterly performance bonuses
- Health/dental/vision insurance starting day one
- Tuition reimbursement for professional certifications
- Hybrid work schedule (3 days in-office, 2 remote)
- 401(k) with 6% company match
Responsibilities
- Handle inbound/outbound calls with 95%+ customer satisfaction rating
- Resolve technical inquiries using CRM systems and knowledge base tools
- Document interactions accurately in Salesforce and Zendesk platforms
- Collaborate with technical teams to resolve complex escalations
- Participate in weekly performance reviews and training workshops
- Maintain average handle time of 180 seconds while maintaining quality
- Identify upsell opportunities for premium service packages
Qualifications
- High school diploma or equivalent; bachelor's degree preferred
- 2+ years customer service experience in tech or SaaS environment
- Proficiency with CRM platforms (Salesforce, Zendesk)
- Typing speed of 40+ WPM with 98% accuracy
- Strong problem-solving skills with analytical mindset
- Ability to work flexible shifts including evenings/weekends
- Bilingual in English/Spanish highly desirable
- Previous experience with VoIP systems a plus