Job Description
Join our award-winning customer service team immediately! ConnectSphere Solutions is urgently hiring remote and in-office Call Center Agents across Charlotte, NC and Virginia. Enjoy flexible schedules, comprehensive benefits, and career advancement opportunities. Our state-of-the-art virtual platform ensures seamless remote work while maintaining team collaboration. No commute required – serve customers from your home office!
What We Offer:
- Competitive hourly pay with uncapped bonuses
- Health, dental, and vision insurance (Day 1)
- 401(k) with company matching
- Paid training and certification programs
- Monthly team-building activities
Responsibilities
- Handle 50-80 inbound/outbound customer calls daily via VOIP and CRM systems
- Resolve billing, technical, and service inquiries with first-call resolution
- Document interactions accurately in Salesforce and Zendesk platforms
- Meet/exceed KPIs: AHT 180s, CSAT 90%, conversion rates 25%
- Collaborate with Tier 2 support for complex issue escalation
- Participate in weekly coaching sessions and quality reviews
- Adhere to PCI-DSS compliance standards for payment processing
Qualifications
- 1+ years customer service/call center experience
- High school diploma or equivalent (college preferred)
- Typing speed 40+ WPM with 95% accuracy
- Proficiency in CRM tools (Salesforce, Zendesk, or similar)
- Quiet home office with wired internet (min 25 Mbps)
- Flexible availability including evenings/weekends
- Valid US work authorization and background clearance