Job Description
Join our award-winning call center team in the heart of New York City! We're seeking motivated Night Shift representatives to deliver exceptional customer service while earning competitive pay with comprehensive paid training. Enjoy a dynamic 24/7 environment with flexible scheduling options, career advancement pathways, and performance-based bonuses. No prior experience required – we invest in your success through our industry-leading onboarding program. Work with Fortune 500 clients in a modern, tech-equipped facility with free parking and metro accessibility.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, chat, and email with 95%+ accuracy
- Resolve billing, technical, and account-related issues using CRM systems
- Document interactions in Salesforce with precise detail and compliance standards
- Meet/exceed monthly KPIs including average handle time and first-call resolution
- Collaborate with Tier 2 support for complex escalations
- Participate in weekly coaching sessions and performance reviews
- Maintain 99% schedule adherence for overnight shifts (11 PM - 7 AM)
Qualifications
- High school diploma or equivalent required; associate's degree preferred
- Minimum 6 months customer service or call center experience
- Type 40+ WPM with strong verbal communication skills
- Proficiency in Microsoft Office Suite and CRM platforms
- Ability to work independently during overnight hours
- Basic troubleshooting knowledge for common technical issues
- Flexibility to work weekends/holidays during peak seasons
- Background check and drug screen required