Job Description
Join MetroConnect Solutions and start your new career tomorrow! We're urgently seeking a dynamic Customer Service Specialist to join our award-winning team in the heart of New York. This is your opportunity to make an immediate impact in a fast-paced, innovative environment where your skills are valued and your growth is prioritized.
As a key member of our client experience team, you'll be the face of our brand, delivering exceptional service that drives customer loyalty and business success. We offer comprehensive training, competitive benefits, and a culture that celebrates achievement and work-life balance.
Responsibilities
- Handle 50+ customer inquiries daily via phone, email, and chat with 95%+ satisfaction rate
- Resolve complex billing, technical, and account issues using our proprietary CRM system
- Collaborate with technical teams to escalate and resolve system-related problems
- Identify upsell opportunities and cross-sell premium services to existing clients
- Maintain detailed case documentation and update customer profiles in real-time
- Participate in weekly training sessions to master new products and processes
- Contribute to team performance metrics including average handle time and first-contact resolution
Qualifications
- Minimum 2 years customer service experience in high-volume environments
- Proficiency with CRM platforms (Salesforce or Zendesk preferred)
- Exceptional written and verbal communication skills
- Ability to multitask effectively in fast-paced settings
- Strong problem-solving abilities with analytical mindset
- Associate degree or equivalent professional certification
- Experience with B2B SaaS products highly desirable
- Fluency in English; Spanish proficiency a plus