Job Description
Join Baltimore Connect Solutions as a Senior Customer Service Representative and become the voice of excellence for our thriving tech clients. We're seeking empathetic professionals to deliver world-class support in a dynamic, fast-paced environment. Enjoy competitive benefits, career growth opportunities, and a collaborative culture that values your contributions. Located in the heart of Baltimore's Inner Harbor, our modern office offers stunning views and a supportive team atmosphere. If you're passionate about problem-solving and making a difference, apply today to join our award-winning customer experience team!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with exceptional efficiency
- Maintain detailed customer records in Salesforce with 99% accuracy
- Collaborate with technical teams to troubleshoot escalated issues
- Proactively identify upsell opportunities for premium service packages
- Contribute to process improvements through weekly team workshops
- Mentor new hires on company protocols and best practices
- Achieve monthly KPIs including CSAT scores and resolution rates
Qualifications
- 3+ years of customer service experience in tech or SaaS industries
- Proficiency with CRM platforms (Salesforce experience preferred)
- Exceptional communication skills with clear articulation
- Ability to multitask across 3+ communication channels
- Proven conflict resolution abilities with difficult customers
- High school diploma or equivalent; college degree preferred
- Available for flexible shifts including weekends and holidays
- Basic knowledge of IT troubleshooting methodologies