Job Description
Join our award-winning customer experience team as a Senior Customer Support Specialist! We're seeking dynamic professionals to represent our Fortune 500 clients remotely from Virginia. Enjoy competitive benefits, career advancement opportunities, and a supportive virtual work environment. No commute required – deliver exceptional service from your home office while making a real impact.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve technical issues and process transactions using proprietary CRM systems
- Maintain detailed documentation of customer interactions and resolutions
- Collaborate with cross-functional teams to resolve escalated cases
- Meet/exceed performance metrics including CSAT and resolution targets
- Contribute to process improvement initiatives
- Train and mentor new team members
Qualifications
- 3+ years of customer service experience in high-volume contact centers
- Proficiency with CRM platforms (Salesforce, Zendesk preferred)
- Exceptional verbal/written communication skills
- Ability to work independently in a remote setting
- Strong problem-solving and conflict resolution abilities
- High-speed internet connection and quiet home office setup
- Flexibility to work evenings/weekends as needed