Job Description
Join Capital Connect Solutions, a leading DC-based customer experience innovator, as we revolutionize remote support for government agencies and Fortune 500 partners. Our award-winning team combines cutting-edge technology with human-centric service to deliver exceptional outcomes. Enjoy flexible remote work arrangements while making tangible impact in the nation's capital.
We offer comprehensive benefits including health insurance, retirement matching, and professional development stipends. Our culture values collaboration, continuous learning, and work-life balance. As a federal contractor, we provide stability and growth opportunities in a mission-critical industry.
Responsibilities
- Resolve complex customer inquiries via phone, email, and digital channels with 95% first-contact resolution rate
- Document interactions in Salesforce CRM while maintaining precise case histories for compliance reporting
- Collaborate with cross-functional teams to address systemic issues and process improvements
- Proactively identify upsell opportunities for premium service tiers
- Maintain 98% SLA adherence across all communication platforms
- Participate in quarterly training on new technologies and regulatory updates
- Contribute to knowledge base articles for internal documentation
Qualifications
- 3+ years customer service experience with remote work preference
- Proficiency in Salesforce, Zendesk, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to multitask across 5+ concurrent channels
- Experience with federal contracting compliance protocols preferred
- Type 60+ WPM with 99% accuracy
- US citizenship required for government contract work
- Quiet home office with reliable high-speed internet