Job Description
Join Fresno's Premier Customer Support Team! We're seeking passionate Customer Service Representatives to deliver exceptional experiences for our growing client base. At Fresno Connect Solutions, you'll be the voice of innovation while supporting diverse industries in the Central Valley. Enjoy competitive pay, comprehensive benefits, and opportunities for advancement in a supportive environment where your contributions are valued.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and professionalism
- Resolve complex issues using CRM tools while maintaining service SLAs
- Document interactions accurately in Salesforce and escalate specialized cases appropriately
- Collaborate with technical teams to resolve product-related challenges
- Proactively identify upsell opportunities to enhance customer relationships
- Participate in weekly training to maintain product and policy knowledge
- Contribute to process improvement initiatives to enhance team efficiency
Qualifications
- Minimum 1 year customer service experience in B2B/B2C environments
- Proficient with CRM platforms (Salesforce preferred) and Microsoft Office
- Exceptional active listening and conflict resolution skills
- Ability to multitask in fast-paced digital/voice channels
- High school diploma; associate's degree in business/communications preferred
- Spanish bilingual skills strongly preferred for diverse client base
- Flexible availability including evenings and weekends as needed