Job Description
Join our elite customer service team as a Night Shift Call Center Specialist in the heart of Washington DC! Global Connect Solutions offers a dynamic, supportive environment where your communication skills shine while serving diverse clients across government, tech, and nonprofit sectors. Enjoy competitive pay, comprehensive benefits, and opportunities for advancement in our modern downtown facility. As a vital member of our 24/7 operations, you'll be instrumental in delivering exceptional experiences during peak evening hours.
What We Offer:
- Industry-leading compensation with performance incentives
- Comprehensive health/dental/vision plans
- Tuition reimbursement for professional development
- State-of-the-art ergonomic workstations
- Free metro-adjacent parking and transit subsidies
Responsibilities
- Handle high-volume inbound/outbound calls with professionalism and empathy
- Resolve complex customer inquiries regarding products/services
- Document interactions accurately in CRM systems (Salesforce, Zendesk)
- Collaborate with technical teams to resolve escalated issues
- Maintain performance metrics (FCR, CSAT, AHT)
- Participate in continuous improvement initiatives
- Adhere to HIPAA/GDPR compliance protocols
Qualifications
- Minimum 1 year call center or customer service experience
- Exceptional verbal/written communication skills
- Ability to multitask in fast-paced environments
- Proficiency with Microsoft Office and CRM platforms
- Flexibility to work evenings (11 PM - 7 AM)
- Strong problem-solving and conflict resolution abilities
- High school diploma or equivalent required