Job Description
Join our award-winning customer support team at Philly Connect Solutions! We're seeking passionate individuals to deliver exceptional service to our growing client base. As a Senior Representative, you'll be the voice of our brand, resolving inquiries with empathy and efficiency. Enjoy competitive pay, comprehensive benefits, and career advancement opportunities in a collaborative downtown Philadelphia environment.
Responsibilities
- Handle 50+ inbound/outbound calls daily with 95%+ customer satisfaction rate
- Resolve complex billing and technical issues using CRM systems
- Document interactions accurately in Salesforce and knowledge base
- Mentor new hires on communication best practices
- Collaborate with tech teams to escalate unresolved issues
- Meet/exceed monthly performance KPIs (AHT, FCR)
- Participate in quarterly process improvement initiatives
Qualifications
- 3+ years customer service experience in high-volume call centers
- Proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional verbal communication and active listening skills
- Ability to multitask in fast-paced digital environments
- High school diploma or equivalent; college degree preferred
- Typing speed 40+ WPM with 98% accuracy
- Flexible availability including nights/weekends
- PHL residency required