Job Description
Join Coastal Solutions Group, a leader in customer experience excellence, as we expand our dynamic support team in Virginia Beach! We're seeking passionate individuals who thrive in fast-paced environments to deliver exceptional service to our diverse client base. Enjoy a collaborative culture with growth opportunities, comprehensive benefits, and the chance to make a real impact. Our modern office features flexible workspaces, wellness programs, and a supportive team dedicated to your success. If you're ready to elevate your career in customer service, apply today!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve complex issues efficiently using CRM tools and established protocols
- Document interactions accurately in Salesforce while maintaining data integrity
- Collaborate with cross-functional teams to escalate unresolved cases
- Meet/exceed performance metrics including CSAT, FCR, and AHT targets
- Contribute to process improvements through feedback and innovation
- Maintain comprehensive knowledge of products/services through continuous training
Qualifications
- Minimum 2 years experience in customer service or call center environment
- Proficient in CRM software (Salesforce preferred) and MS Office Suite
- Exceptional communication skills with clear articulation in English
- Proven problem-solving abilities with strong decision-making skills
- Ability to multitask effectively while maintaining composure under pressure
- High school diploma or equivalent; associate's degree preferred
- Available to work flexible shifts including evenings and weekends
- Positive attitude with genuine passion for helping others