Job Description
Join our award-winning customer service team in the heart of Washington DC! Capital Connect Solutions is seeking passionate individuals to deliver exceptional customer experiences while working in a modern, collaborative environment. This full-time role offers competitive pay, comprehensive benefits, and immediate start for qualified candidates who thrive in dynamic settings.
We pride ourselves on empowering our representatives with cutting-edge technology and continuous training. If you're ready to make a tangible impact in our nation's capital while growing your career, this is your opportunity to shine!
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat channels
- Resolve complex customer issues with empathy and problem-solving expertise
- Maintain detailed case documentation in CRM systems with 99% accuracy
- Collaborate with cross-functional teams to ensure seamless service delivery
- Meet/exceed performance metrics including CSAT scores and resolution times
- Proactively identify process improvement opportunities
- Contribute to team knowledge base through best practice sharing
Qualifications
- Minimum 2 years of customer service experience in high-contact environments
- Proficiency with CRM software (Salesforce preferred)
- Exceptional verbal/written communication skills
- Ability to multitask in fast-paced digital/voice channels
- Strong conflict resolution and de-escalation techniques
- High school diploma or equivalent; college degree preferred
- US work authorization and clean background check