Job Description
Join Our Award-Winning Remote Customer Team in Baltimore!
Baltimore Connect Solutions is seeking exceptional individuals to deliver world-class customer experiences from home. As a Customer Service Representative, you'll be the voice of our brand, helping clients navigate our innovative digital platforms with empathy and expertise.
What We Offer:
- Industry-leading compensation + performance bonuses
- Comprehensive benefits package (health/dental/vision)
- Remote work flexibility with structured training
- Career advancement into specialist/leadership roles
- Modern tech stipend for home office setup
Your Impact:
You'll transform customer challenges into opportunities, driving loyalty and retention through personalized support while contributing to our mission of making technology accessible to all.
Responsibilities
- Handle 50+ daily customer inquiries via phone/email/chat with 95% satisfaction rate
- Resolve technical issues using proprietary CRM system and knowledge base
- Collaborate with Tier-2 support on complex escalations
- Document interactions and update customer profiles in real-time
- Proactively identify upsell opportunities for premium services
- Maintain 99.5% SLA adherence across all channels
- Participate in monthly performance reviews and coaching
Qualifications
- 2+ years B2B customer service experience in tech/finance sector
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to multitask across 3+ communication channels
- Strong problem-solving abilities with analytical mindset
- Home office with reliable high-speed internet
- Available for flexible shifts (including weekends)
- BS/BA in Business, Communications, or related field preferred