Job Description
Join PhillyConnect Solutions as a Remote Customer Service Specialist and become the voice of excellence for our Philadelphia-based clients! We're seeking passionate individuals to deliver exceptional support from the comfort of your home office. Enjoy flexible scheduling, comprehensive benefits, and the opportunity to grow your career while making a tangible impact on customer satisfaction.
Why Work With Us?
• Industry-leading training program
• Home office equipment stipend
• Health, dental, and vision benefits
• Professional development opportunities
• Collaborative virtual team environment
Responsibilities
- Handle inbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve billing, technical, and service issues using CRM platforms
- Document interactions accurately in Salesforce and Zendesk systems
- Collaborate with cross-functional teams to resolve complex cases
- Meet/exceed performance metrics for CSAT, FCR, and AHT
- Participate in ongoing training to enhance product knowledge
- Identify and escalate process improvement opportunities
Qualifications
- High school diploma or equivalent (Bachelor's preferred)
- 2+ years customer service experience in B2B or B2C environments
- Proficiency with CRM tools (Salesforce, Zendesk)
- Exceptional communication and problem-solving skills
- Strong typing speed (40+ WPM) and multitasking ability
- Quiet, dedicated home office space with reliable internet
- Available to work evenings/weekends as needed