Job Description
Join Coastal Connect Solutions as a Senior Call Center Representative and become the voice of excellence for our premier telecommunications clients. We're seeking dynamic professionals who thrive in fast-paced environments to deliver exceptional customer experiences while supporting our growing Virginia Beach operations. Enjoy competitive compensation, comprehensive benefits, and career advancement opportunities in a collaborative, tech-driven workplace.
Our state-of-the-art facility offers modern amenities including ergonomic workstations, on-site fitness center, and flexible scheduling options. We invest heavily in employee development through our proprietary training programs and certification pathways.
Responsibilities
- Handle high-volume inbound/outbound calls with 95% customer satisfaction rate
- Resolve complex billing and technical issues using Salesforce and Zendesk platforms
- Document interactions accurately in CRM systems with 100% compliance
- Maintain average handle time (AHT) under 180 seconds while ensuring quality
- Collaborate with technical support teams for multi-channel issue resolution
- Participate in weekly performance reviews and coaching sessions
- Contribute to process improvement initiatives through team feedback
Qualifications
- 2+ years of high-volume call center experience in telecommunications
- Proficient in CRM systems (Salesforce/Zenforce preferred)
- Exceptional verbal communication and active listening skills
- Ability to type 45+ WPM with 98% accuracy
- Strong problem-solving abilities for technical troubleshooting
- Customer Service Certification (CSCP or equivalent) preferred
- Availability for flexible shifts including evenings and weekends
- Valid Virginia driver's license for occasional client site visits