Job Description
Join Pacific Connect Solutions as a Customer Service Representative and become the voice of our thriving community in Long Beach! We're seeking passionate individuals to deliver exceptional experiences while working in our modern, collaborative downtown office. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in a supportive environment. If you thrive in fast-paced settings and love helping others, apply today to join our award-winning team!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and live chat with empathy and professionalism
- Resolve billing, technical, and service issues efficiently using CRM tools
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical teams to escalate complex customer concerns
- Meet/exceed performance metrics for resolution time and customer satisfaction (CSAT)
- Proactively identify upsell opportunities to enhance customer experience
- Participate in weekly training sessions to refine product knowledge and soft skills
Qualifications
- High school diploma or equivalent; associate's degree preferred
- 1+ years of customer service experience in B2C or B2B environments
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional verbal/written communication skills in English
- Strong problem-solving abilities and conflict resolution expertise
- Ability to multitask in fast-paced digital/phone environments
- Spanish bilingual certification or fluency highly desirable
- Positive attitude and commitment to continuous improvement