Job Description
Join our award-winning customer experience team as a Remote Customer Service Specialist in Washington DC! Capital Connect Solutions is seeking empathetic professionals to deliver exceptional support from the comfort of your home office. Enjoy competitive benefits, flexible scheduling, and career growth opportunities while serving diverse clients across the nation. This is your chance to make a meaningful impact without the commute!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve billing, technical, and service-related issues using CRM tools and knowledge bases
- Document interactions accurately in Salesforce while maintaining quality standards
- Collaborate with technical teams to resolve complex customer escalations
- Meet/exceed monthly performance metrics (CSAT, FCR, AHT)
- Contribute to process improvement initiatives through feedback analysis
Qualifications
- Minimum 2 years of customer service experience in B2B/B2C environments
- Proficiency with CRM platforms (Salesforce/Zendesk) and MS Office Suite
- Exceptional communication skills with clear articulation and active listening
- Strong problem-solving abilities and emotional intelligence
- High-speed internet connection and dedicated home office space
- Ability to work independently while collaborating in a virtual team environment
- Previous remote work experience preferred