Job Description
Join our award-winning customer service team in the heart of Chicago! Urban Connect Solutions is seeking passionate individuals to deliver exceptional experiences for our Fortune 500 clients. As a Customer Service Representative, you'll be the voice of our brand, transforming customer inquiries into opportunities for loyalty and growth. Enjoy a modern downtown workspace, comprehensive benefits, and career advancement opportunities in one of America's most vibrant cities.
Responsibilities
- Handle 50+ daily customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve complex billing and technical issues using CRM tools and knowledge base
- Collaborate with cross-functional teams to escalate and resolve escalations
- Document interactions accurately in Salesforce while maintaining HIPAA/GDPR compliance
- Identify upsell opportunities through needs-based conversations
- Participate in weekly training to master product updates and service standards
Qualifications
- 1+ years experience in high-volume customer service or retail support
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional verbal/written communication skills with Midwestern accent fluency
- Proven ability to de-escalate tense situations with empathy and professionalism
- High school diploma; college degree preferred
- Availability for flexible shifts including weekends and holidays
- Basic technical troubleshooting for common connectivity issues