Job Description
Join Philadelphia Connect Solutions as a Night Shift Call Center Agent and become the voice of excellence for our diverse client portfolio! We're seeking dedicated professionals to deliver exceptional customer support during our overnight hours (11 PM - 7 AM). This role offers competitive pay, comprehensive benefits, and a dynamic team environment where your contributions directly impact customer satisfaction. Enjoy premium shift differentials and career advancement opportunities in one of Philadelphia's fastest-growing customer service hubs.
Responsibilities
- Handle inbound/outbound calls with empathy and professionalism
- Resolve customer inquiries regarding billing, technical support, and account management
- Document interactions accurately in CRM systems
- Meet/exceed performance metrics (call quality, resolution time, CSAT)
- Collaborate with team leads to escalate complex issues
- Maintain product knowledge through continuous training
- Support after-hours emergency response protocols
Qualifications
- High school diploma or equivalent (college degree preferred)
- 1+ years customer service/call center experience
- Exceptional verbal communication and active listening skills
- Ability to multitask in fast-paced environments
- Proficiency with CRM software (Salesforce experience a plus)
- Reliable transportation for overnight shifts
- Passion for problem-solving and customer advocacy
- Flexibility to work weekends/holidays as needed