Job Description
Join ConnectCare Solutions as a Senior Customer Service Representative and become the voice of excellence for our valued clients. This fully remote position offers the perfect blend of meaningful work and flexible lifestyle while supporting communities across Florida and Pennsylvania. We're seeking empathetic professionals who thrive in dynamic environments and are passionate about delivering exceptional customer experiences.
Our comprehensive benefits package includes health insurance, paid time off, professional development stipends, and a performance-based bonus structure. Work from anywhere in the continental US while making a tangible impact on customer satisfaction and retention.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction metrics
- Resolve complex billing, technical, and service issues using CRM tools and escalation protocols
- Document interactions accurately in Salesforce while maintaining HIPAA/GDPR compliance
- Collaborate with cross-functional teams to improve customer journey workflows
- Mentor junior representatives and contribute to knowledge base documentation
- Analyze customer feedback trends to identify service improvement opportunities
Qualifications
- 3+ years of customer service experience in healthcare, telecom, or SaaS industries
- Proficient in CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional problem-solving skills with ability to de-escalate sensitive situations
- High-speed internet connection and quiet home office environment
- Valid US work authorization and ability to work flexible hours including evenings
- Associate degree or equivalent professional certification