Job Description
Join our dynamic team at Baltimore Connect Solutions as a Customer Service Representative! We're seeking passionate individuals to deliver exceptional support experiences across multiple channels. This urgent opportunity offers immediate start and competitive benefits in a fast-paced environment.
Why Join Us?
• Competitive hourly wages + performance bonuses
• Comprehensive health benefits (Day 1 eligibility)
• Flexible scheduling options
• Career advancement pathways
• Modern downtown Baltimore workspace
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and live chat
- Resolve billing, technical, and account-related issues with empathy and efficiency
- Document interactions accurately in CRM systems while maintaining data integrity
- Collaborate with technical teams to resolve complex escalations
- Meet/exceed monthly performance metrics (CSAT, FCR, AHT)
- Proactively identify upsell opportunities based on customer needs
- Participate in ongoing product training and process improvements
Qualifications
- Minimum 1 year customer service experience in high-volume environments
- Proficiency with CRM software (Salesforce preferred)
- Exceptional written and verbal communication skills
- Ability to navigate multiple systems simultaneously
- Strong problem-solving and conflict resolution abilities
- High school diploma or equivalent (college degree preferred)
- Available for flexible shifts (including evenings/weekends)
- Must pass background check and drug screening