Job Description
Join our award-winning customer experience team at Pacific Connect Solutions! We're seeking passionate Customer Service Representatives to deliver exceptional support to our growing client base in the tech industry. As a key member of our Seattle team, you'll be the voice of our brand, resolving inquiries with empathy and efficiency while driving customer loyalty. Enjoy competitive compensation, comprehensive benefits, and a dynamic work environment in the heart of downtown Seattle.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction ratings
- Resolve billing, technical, and account issues using CRM tools (Salesforce) and knowledge bases
- Collaborate with technical teams to escalate complex issues while maintaining ownership
- Document interactions accurately in CRM systems and identify process improvement opportunities
- Meet/exceed monthly performance metrics including handle time and first-contact resolution
- Participate in ongoing training programs to enhance product knowledge and service skills
Qualifications
- Minimum 2 years customer service experience in B2B or tech environment
- Proficient in CRM systems (Salesforce preferred) and Microsoft Office Suite
- Exceptional verbal/written communication with neutral American English accent
- Ability to multitask in fast-paced environment with competing priorities
- Strong problem-solving skills with data-driven decision-making approach
- High school diploma or equivalent; college degree preferred
- Authorized to work in the United States without sponsorship