Job Description
Join our award-winning remote team as a Senior Customer Support Specialist at Coastal Connect Solutions! We're seeking passionate professionals to deliver exceptional service from home while supporting our Virginia Beach-based clients. Enjoy competitive compensation, comprehensive benefits, and a flexible work environment where your expertise makes a real impact. If you thrive in dynamic customer-facing roles and possess exceptional problem-solving skills, this is your opportunity to advance your career with a leader in outsourced customer experience solutions.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve escalated issues and complaints while maintaining high customer satisfaction scores
- Document interactions accurately in CRM systems and identify process improvement opportunities
- Collaborate with cross-functional teams to ensure seamless service delivery
- Maintain detailed knowledge of products/services and regulatory requirements
- Meet and exceed key performance metrics including resolution time and quality scores
- Contribute to team training initiatives and knowledge base development
Qualifications
- Minimum 3 years of experience in high-volume call center or customer support environment
- Proven ability to de-escalate challenging situations and maintain composure
- Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and MS Office Suite
- Exceptional verbal/written communication skills with clear articulation
- Strong time management and multitasking abilities in remote settings
- Associates degree or equivalent combination of education/experience
- Home office setup with reliable high-speed internet and quiet workspace