Job Description
Join Miami Connect Solutions as a Customer Service Representative and become the voice of excellence for our diverse clientele! We're seeking passionate individuals to deliver world-class support in our vibrant downtown Miami headquarters. Enjoy competitive compensation, comprehensive benefits, and a dynamic team environment where your growth is prioritized.
As a CSR, you'll handle inbound/outbound communications, resolve inquiries with empathy, and contribute to our 98% customer satisfaction goal. We provide paid training, flexible scheduling options, and opportunities for advancement into leadership roles.
Responsibilities
- Manage 50+ daily customer interactions via phone, email, and chat
- Resolve billing, technical, and product inquiries with first-contact resolution
- Document cases accurately in Salesforce CRM with 99% data accuracy
- Collaborate with billing and technical teams for complex issue escalation
- Meet/exceed monthly KPIs: 95% CSAT, <30s AHT, 85% FCR
- Participate in weekly coaching sessions and skill development workshops
Qualifications
- 1+ years customer service or call center experience
- Proficiency with CRM platforms (Salesforce preferred)
- Typing speed: 45+ WPM with 98% accuracy
- Bilingual English/Spanish fluency required
- Associate's degree or equivalent experience
- Ability to work flexible shifts including weekends
- Problem-solving skills with calm demeanor under pressure