Job Description
Join our award-winning team at Capital Connect Solutions as a Customer Service Representative in the heart of Washington DC! We're seeking empathetic professionals to deliver exceptional support to our diverse clientele. Enjoy competitive compensation, comprehensive benefits, and career advancement opportunities in a dynamic downtown workspace. Become part of an organization recognized for employee satisfaction and innovation in customer experience.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with exceptional professionalism
- Resolve complex issues using CRM systems and multi-channel support tools
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical teams to resolve escalated customer concerns
- Meet/exceed KPIs including CSAT scores, first-call resolution, and average handle time
- Contribute to process improvement initiatives to enhance service efficiency
Qualifications
- Minimum 2 years of customer service experience in high-volume environment
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional communication skills with fluency in English
- Ability to multitask effectively in fast-paced setting
- Strong problem-solving abilities with attention to detail
- Relevant certification (e.g., HDI, CCSP) preferred
- Bilingual English/Spanish proficiency highly valued