Job Description
Are you ready to redefine what it means to provide world-class customer support? OmniConnect Solutions is seeking a dynamic, high-energy Call Center Representative to join our elite Customer Experience team in New York City. We don't just answer phones; we build relationships and solve complex problems in real-time. As a key player in our growth, you will be the voice of our brand, ensuring every customer feels heard, valued, and supported.
We offer a modern work culture that prizes innovation, emotional intelligence, and professional advancement. If you thrive in fast-paced environments and have a passion for excellence, your next career move starts here.
Responsibilities
- Manage high-volume inbound calls and digital inquiries with a focus on first-call resolution.
- Utilize advanced CRM tools (Salesforce/Zendesk) to document interactions and track customer journey data.
- Identify and escalate complex technical or billing issues to the appropriate specialized departments.
- Meet and exceed individual performance KPIs, including Average Handle Time (AHT) and Customer Satisfaction Scores (CSAT).
- Proactively offer product enhancements and upsell opportunities tailored to specific customer needs.
- Contribute to a collaborative team environment by sharing feedback and process improvement ideas.
Qualifications
- Minimum of 2 years of experience in a high-volume call center or retail customer service environment.
- Exceptional verbal and written communication skills with a mastery of professional etiquette.
- Proven ability to multitask across multiple software platforms and browser tabs simultaneously.
- Strong emotional intelligence and the ability to remain calm under pressure.
- High school diploma required; Associate’s or Bachelor’s degree preferred.
- Flexibility to work rotating shifts, including some weekends and holidays.