Job Description
Join our award-winning customer experience team as a Senior Customer Support Representative! We're seeking dynamic professionals to deliver exceptional service while working remotely from Sacramento, CA. Enjoy competitive compensation, comprehensive benefits, and a flexible work environment. If you're passionate about problem-solving and thrive in a fast-paced setting, this is your opportunity to grow with a leading telecommunications provider.
Responsibilities
- Handle inbound/outbound customer inquiries regarding products/services via phone, email, and chat
- Resolve complex technical issues and escalate when necessary to specialized teams
- Document interactions accurately in CRM systems while maintaining quality standards
- Meet/exceed performance metrics including CSAT, FCR, and AHT targets
- Collaborate with cross-functional teams to improve customer experience workflows
- Mentor junior representatives on best practices and company protocols
- Participate in ongoing training to enhance product knowledge and soft skills
Qualifications
- Minimum 2 years of customer service/call center experience
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional communication skills with clear articulation in English
- Ability to multitask while maintaining composure under pressure
- High-speed internet connection and quiet home office setup
- Proven track record of meeting/exceeding performance metrics
- Flexibility to work evenings/weekends based on business needs
- Associates degree or equivalent professional certification preferred