Job Description
Join Detroit Connect Solutions as a Remote Customer Service Representative and become an integral part of our award-winning support team. We're seeking passionate individuals who thrive in virtual environments to deliver exceptional customer experiences from the comfort of their home office. Enjoy competitive compensation, comprehensive benefits, and a flexible schedule while supporting our diverse client base across the Detroit metro area.
What We Offer:
- Competitive hourly pay plus performance incentives
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Home office equipment stipend
- Ongoing professional development opportunities
Responsibilities
- Respond to customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve billing, technical, and service-related issues on first contact
- Document interactions accurately in CRM systems (Salesforce)
- Collaborate with technical teams to resolve complex escalations
- Meet or exceed monthly performance metrics (CSAT, FCR, AHT)
- Participate in continuous improvement initiatives
- Maintain product knowledge through mandatory training
Qualifications
- High school diploma or equivalent (college degree preferred)
- 1+ years customer service experience, preferably remote
- Exceptional verbal/written communication skills
- Proficient with CRM software (Salesforce experience a plus)
- Reliable high-speed internet and quiet home workspace
- Ability to work independently and manage time effectively
- Strong problem-solving and conflict resolution abilities
- Flexible schedule availability including evenings/weekends