Job Description
Join Capital Connect Solutions, Washington DC's premier customer experience hub, as a Customer Service Representative! We're seeking passionate individuals to deliver exceptional support to our diverse clientele. As a key member of our dynamic team, you'll drive customer satisfaction through personalized interactions and problem-solving excellence. Enjoy a collaborative environment with growth opportunities, competitive benefits, and the chance to make a real impact in the nation's capital.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and live chat with professionalism and empathy
- Resolve complex issues using CRM tools and product knowledge databases
- Document interactions accurately in Salesforce while maintaining data integrity
- Collaborate with cross-functional teams to escalate unresolved cases
- Identify process improvement opportunities to enhance customer journeys
- Meet/exceed performance metrics including CSAT, FCR, and AHT targets
- Participate in ongoing training to master new products and services
Qualifications
- High school diploma or equivalent; associate/bachelor's degree preferred
- 1+ years customer service experience in high-volume environments
- Proficiency with CRM platforms (Salesforce experience strongly preferred)
- Exceptional verbal/written communication and active listening skills
- Ability to remain calm and solution-oriented under pressure
- Strong problem-solving abilities with attention to detail
- Authorized to work in the United States with no visa sponsorship
- Availability for flexible shifts including weekends and holidays