Job Description
Join our award-winning customer experience team at Bluegrass Connect Solutions, where we're redefining service excellence in Louisville. As a key member of our support hub, you'll be the voice of our brand—delivering compassionate, efficient solutions to customers across Kentucky and beyond. We offer competitive pay, comprehensive benefits, and a culture that celebrates growth and innovation. If you're passionate about making a difference and thrive in dynamic environments, this is your opportunity to shine.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ first-contact resolution rate
- Document interactions accurately in Salesforce CRM while maintaining HIPAA compliance standards
- Collaborate with technical teams to troubleshoot complex product/service issues
- Proactively identify upsell opportunities for premium service packages
- Participate in bi-weekly training sessions on new products/processes
- Maintain 99% schedule adherence and SLA performance metrics
- Contribute to team knowledge base with customer insights and solutions
Qualifications
- Minimum 2 years experience in high-volume customer service or call center environment
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional verbal/written communication skills with neutral accent
- Ability to multitask across 3+ communication channels simultaneously
- Proven problem-solving aptitude with de-escalation techniques
- Flexible availability including evenings, weekends, and holidays
- High school diploma or equivalent; college degree preferred
- Valid US work authorization and reliable transportation