Job Description
Are you a charismatic communicator with a knack for solving problems? Texas Customer Connect is seeking a dedicated Senior Call Center Representative to join our fast-paced team in the heart of Austin. We pride ourselves on delivering world-class support to our clients, and we want you to be a part of our mission.
As a Senior Representative, you will be the voice of our brand, ensuring every customer interaction leaves a lasting positive impression. We offer a dynamic work environment, comprehensive benefits, and clear pathways for career advancement.
Responsibilities
- Handle High-Volume Inbound Calls: Provide exceptional service to clients via phone, email, and chat, resolving inquiries efficiently and professionally.
- Issue Resolution: Diagnose complex customer issues, troubleshoot problems, and implement effective solutions to ensure customer satisfaction.
- CRM Management: Accurately document all interactions and customer information in our internal database to maintain up-to-date records.
- Upselling & Cross-selling: Identify opportunities to recommend additional services or products that align with customer needs.
- Team Collaboration: Collaborate with team leads and support staff to improve processes and share best practices.
- Performance Monitoring: Meet and exceed daily, weekly, and monthly KPI targets regarding call volume and quality scores.
Qualifications
- Education: High school diploma or equivalent required; Associate's degree or relevant certification is a plus.
- Experience: Minimum of 1-2 years of experience in a customer service or call center environment.
- Communication: Superior verbal and written communication skills with a professional, polite demeanor.
- Technical Proficiency: Familiarity with CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Problem Solving: Strong analytical skills with the ability to think critically and resolve issues under pressure.
- Availability: Must be available to work full-time hours, including some weekends or evenings as required.