Job Description
Join our award-winning customer experience team at Pacific Connect Solutions! We're seeking passionate individuals to deliver exceptional support to our diverse clientele in a fast-paced, collaborative environment. As a leader in telecommunications services, we offer comprehensive training, career advancement paths, and a vibrant company culture focused on employee growth and recognition.
What We Offer:
- Competitive salary + performance bonuses
- Comprehensive health benefits (Day 1)
- Tuition reimbursement program
- Flexible scheduling options
- Modern downtown LA office with amenities
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat
- Resolve technical issues and service escalations with empathy and efficiency
- Document interactions in CRM systems while maintaining accuracy
- Collaborate with technical teams to resolve complex customer concerns
- Meet/exceed monthly performance metrics (CSAT, AHT, FCR)
- Participate in continuous improvement initiatives
- Mentor new team members during onboarding
Qualifications
- Minimum 2 years customer service experience in high-volume contact center
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional communication and conflict resolution skills
- Ability to multitask in dynamic environments
- Strong problem-solving abilities with analytical mindset
- Spanish bilingual certification required
- Flexibility to work weekends/holidays (rotating schedule)