Job Description
Join Houston Connect Solutions as a Senior Customer Service Representative and become the voice of excellence for our Fortune 500 clients! We're seeking passionate professionals to deliver exceptional customer experiences in our state-of-the-art downtown Houston facility. Enjoy comprehensive benefits, career growth opportunities, and a collaborative environment where your impact matters.
As a key member of our award-winning team, you'll handle complex customer inquiries, resolve escalated issues, and drive customer satisfaction metrics. We invest in your success through paid training, performance bonuses, and clear advancement paths to team leadership or specialist roles.
Responsibilities
- Manage high-volume inbound/outbound calls for major telecom and healthcare clients
- Resolve complex billing and technical issues using Salesforce and Zendesk platforms
- Document interactions accurately in CRM systems while maintaining 98% data integrity
- Mentor junior representatives and contribute to process improvement initiatives
- Meet/exceed KPIs including CSAT scores, AHT targets, and first-contact resolution rates
- Participate in quarterly training sessions on product updates and communication techniques
Qualifications
- Minimum 2 years of high-volume call center or customer service experience
- Proficiency with CRM software (Salesforce, Zendesk) and Microsoft Office Suite
- Exceptional verbal communication skills with demonstrated conflict resolution abilities
- Ability to type 40+ WPM while navigating multiple systems simultaneously
- High school diploma or equivalent; college degree preferred
- Flexible availability including evenings, weekends, and holidays during peak seasons
- Proven track record of exceeding performance metrics in previous roles