Job Description
Join our award-winning customer service team in El Paso and become the voice of excellence! Southwest Solutions Group is seeking passionate individuals to deliver exceptional support experiences for our diverse client base. We offer a dynamic environment with competitive compensation, comprehensive benefits, and clear career growth paths.
As a key ambassador of our brand, you'll handle inbound/outbound communications across multiple channels while resolving inquiries with speed and empathy. Our commitment to employee development includes paid training, performance bonuses, and advancement opportunities within our expanding Texas operations.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with first-contact resolution excellence
- Document interactions accurately in Salesforce CRM while maintaining HIPAA/GDPR compliance
- Collaborate with cross-functional teams to resolve complex technical billing issues
- Proactively identify upsell opportunities for premium service packages
- Maintain 95%+ customer satisfaction score through personalized support
- Participate in monthly process improvement workshops
- Adhere to SLA metrics: <2 min hold time, <30 sec response time
Qualifications
- High school diploma or equivalent; associate degree preferred
- 2+ years experience in B2B customer service or call center environment
- Proficiency in Salesforce, Zendesk, or similar CRM platforms
- Fluent English/Spanish bilingual skills required
- Exceptional conflict resolution and active listening abilities
- Ability to multitask across 3+ communication channels
- Flexible availability including weekend/evening shifts