Job Description
Join our dynamic team at Omaha Connect Solutions, where we're revolutionizing customer experiences in the heart of Nebraska! As a Customer Service Representative, you'll be the voice of our brand, delivering exceptional support to our diverse client base. We offer a collaborative environment, comprehensive training, and opportunities for career advancement. If you're passionate about problem-solving and thrive in a fast-paced setting, this is your chance to make an impact while enjoying competitive compensation and benefits.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve technical issues, billing concerns, and product-related questions efficiently
- Document interactions accurately in CRM systems and maintain detailed case notes
- Collaborate with technical teams to escalate complex issues and ensure timely resolutions
- Identify opportunities to upsell products/services based on customer needs
- Meet/exceed performance metrics including call quality, resolution time, and CSAT scores
- Participate in ongoing training to stay updated on product knowledge and service protocols
Qualifications
- High school diploma or equivalent; associate's degree preferred
- 1+ years of customer service experience in a BPO or corporate setting
- Proficient in CRM software (Salesforce experience a plus) and MS Office Suite
- Exceptional communication skills with clear, articulate verbal and written abilities
- Strong problem-solving aptitude and ability to remain calm under pressure
- Ability to multitask in a fast-paced environment while maintaining attention to detail
- Must pass background check and pre-employment drug screening