Job Description
Join Baltimore Connect Solutions as a Senior Customer Support Specialist and become the voice of excellence for our Baltimore-based clients! We're seeking empathetic and tech-savvy professionals to deliver exceptional remote customer service from the comfort of your home office. Enjoy competitive compensation, comprehensive benefits, and a supportive virtual team environment while making meaningful connections with our diverse customer base.
As a key member of our client experience team, you'll resolve inquiries efficiently, build lasting relationships, and contribute to our industry-leading satisfaction rates. This is your opportunity to advance your career in customer service with a company that values growth, flexibility, and community impact.
Responsibilities
- Handle 50+ customer interactions daily via phone, email, and chat with 95%+ resolution rate
- Resolve complex billing, technical, and product inquiries using CRM tools and knowledge bases
- Document interactions meticulously in Salesforce and maintain accurate case histories
- Collaborate with technical teams to escalate unresolved issues and implement solutions
- Proactively identify opportunities to improve customer experiences and share insights
- Maintain 99%+ adherence to service level agreements and quality standards
- Participate in weekly training sessions to master new products and processes
Qualifications
- Minimum 3 years of customer service experience in high-volume contact centers
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional communication skills with clear articulation in English
- Strong problem-solving abilities and emotional intelligence
- Self-motivated with proven ability to work independently in remote settings
- High-speed home internet connection (minimum 25 Mbps) and quiet workspace
- Flexibility to work evenings and weekends based on client coverage needs
- Associate degree or equivalent combination of education/experience required