Job Description
Join our award-winning team at Fresno Connect Solutions as a Senior Customer Service Representative! We're seeking a passionate professional to deliver exceptional support to our growing client base in the Central Valley. Enjoy competitive pay, comprehensive benefits, and a modern, collaborative work environment. This role offers clear career advancement paths within our expanding organization.
Responsibilities
- Handle complex customer inquiries via phone, email, and live chat with exceptional professionalism
- Resolve escalated issues while maintaining high customer satisfaction scores
- Document interactions accurately in Salesforce CRM and maintain detailed case notes
- Collaborate with cross-functional teams to resolve systemic service challenges
- Train and mentor new representatives on service protocols and product knowledge
- Analyze customer feedback trends to identify service improvement opportunities
Qualifications
- 3+ years of customer service experience in a B2B or B2C environment
- Proven track record of exceeding customer satisfaction metrics (CSAT >90%)
- Advanced proficiency in CRM systems (Salesforce experience preferred)
- Exceptional problem-solving skills with conflict resolution expertise
- Ability to multitask in fast-paced digital and voice channels
- High school diploma; associate degree or relevant certification preferred