Job Description
Join Illinois Connect Solutions' award-winning remote team as a Senior Customer Support Specialist! We're seeking passionate individuals to deliver exceptional service from home while supporting our diverse Illinois client base. Enjoy a flexible schedule, competitive benefits, and ongoing professional development in a supportive virtual environment. Be part of a company recognized for employee satisfaction and innovation in customer experience.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with empathy and efficiency
- Maintain detailed documentation in CRM systems while meeting performance metrics
- Collaborate with technical teams to troubleshoot escalated issues
- Proactively identify process improvements to enhance customer satisfaction
- Train new team members on support protocols and product knowledge
- Analyze customer feedback trends to inform product enhancements
Qualifications
- 3+ years of customer service experience in remote or call center environments
- Proficiency with CRM platforms (Salesforce or Zendesk preferred)
- Exceptional written and verbal communication skills
- High-speed internet connection and dedicated home office space
- Ability to multitask in fast-paced digital environments
- Illinois residency required (must pass background check)
- Experience with healthcare or SaaS industries strongly preferred