Job Description
Join our award-winning customer service team and become the voice of our brand! Phoenix Connect Solutions is seeking dedicated Night Shift Call Center Representatives to deliver exceptional support while our customers sleep. This is your chance to build a rewarding career with competitive pay, comprehensive benefits, and growth opportunities in one of America's fastest-growing cities.
As a key member of our 24/7 support team, you'll handle inbound/outbound calls, resolve inquiries with empathy, and contribute to our industry-leading satisfaction rates. Our modern downtown Phoenix facility offers ergonomic workstations, free parking, and a collaborative environment designed for peak performance during night shifts.
Responsibilities
- Handle 50-80 daily inbound/outbound customer calls with professionalism and efficiency
- Resolve billing, technical, and account inquiries using CRM systems
- Document interactions accurately and maintain detailed call records
- Meet/exceed performance metrics (CSAT, AHT, FCR) while maintaining quality standards
- Collaborate with day teams for seamless customer experience transitions
- Participate in monthly training sessions to enhance product knowledge
- Identify and escalate complex issues to senior specialists
Qualifications
- Minimum 6 months customer service or call center experience
- Excellent communication skills with clear, articulate speech
- Proficient in typing (35+ WPM) and multitasking abilities
- Ability to work independently during night shifts (10 PM - 6 AM)
- Strong problem-solving skills with patience and empathy
- Proficiency with Microsoft Office and CRM software (Salesforce experience preferred)
- High school diploma or equivalent (college degree a plus)