Job Description
Join our award-winning customer experience team at CustomerFirst Solutions Inc. in Fresno! We're seeking dynamic Call Center Representatives to deliver exceptional service to our diverse clientele. This role offers competitive compensation, comprehensive benefits, and growth opportunities within our rapidly expanding organization. Enjoy a modern, collaborative work environment with state-of-the-art technology and ongoing training programs.
As a key member of our support team, you'll handle inbound/outbound calls, resolve inquiries efficiently, and contribute to our 98% customer satisfaction goal. We value authenticity and innovation – bring your unique perspective to make a real difference!
Responsibilities
- Handle 50-70 daily calls across multiple communication channels (phone, email, chat)
- Resolve complex customer issues with empathy and precision while meeting SLAs
- Document interactions accurately in CRM systems with 99% data integrity
- Collaborate with tech teams to resolve escalated issues within 24 hours
- Maintain 95% call quality score through continuous improvement initiatives
- Participate in quarterly training to master new product features
- Support cross-functional projects to enhance customer experience workflows
Qualifications
- 2+ years of high-volume call center experience in B2B/B2C environments
- Proven track record of meeting/exceeding performance metrics (CSAT, FCR)
- Advanced proficiency with Salesforce and Zendesk platforms
- Exceptional verbal/written communication skills in English and Spanish
- Ability to multitask effectively across digital communication channels
- Strong problem-solving abilities with demonstrated conflict resolution skills
- Valid California driver's license for occasional off-site client meetings