Maryland Staffing
Call Center Specialist
The Call Center Specialist serves as the frontline representative for the company, handling inbound and outbound customer inquiries related to telecommunications products and services. This role is responsible for resolving issues, providing technical support, processing service requests, and ensuring a high level of customer satisfaction. The ideal candidate has strong communication skills, a customer-first mindset, and experience in a high-volume call center environment. Key Responsibilities: Answer incoming calls, emails, or chats from customers regarding billing, service plans, technical issues, and general inquiries. Troubleshoot and resolve customer concerns related to mobile, internet, TV, and landline services. Provide accurate product and service information, upsell or recommend upgrades as appropriate. Escalate complex issues to Tier 2 support or technical departments when necessary. Document all interactions in the customer relationship management (CRM) system. Maintain a strong knowledge of company services, promotions, pricing plans, and policies. Meet or exceed performance metrics, including call handling time, customer satisfaction, and resolution rate. Follow all company procedures regarding data security, customer privacy, and compliance requirements. Participate in regular training sessions to stay up to date on new products, system updates, and customer service best practices. Requirements Qualifications: 12 years of customer service or call center experience (telecommunications industry a plus). Excellent verbal and written communication skills. Strong problem-solving and conflict-resolution abilities. Proficient in computer systems, CRM platforms, and call center software. Ability to multitask while maintaining attention to detail. Comfortable working in a fast-paced, metrics-driven environment. Bilingual (e.g., English/Spanish) is a plus.
The Call Center Specialist serves as the frontline representative for the company, handling inbound and outbound customer inquiries related to telecommunications products and services. This role is responsible for resolving issues, providing technical support, processing service requests, and ensuring a high level of customer satisfaction. The ideal candidate has strong communication skills, a customer-first mindset, and experience in a high-volume call center environment. Key Responsibilities: Answer incoming calls, emails, or chats from customers regarding billing, service plans, technical issues, and general inquiries. Troubleshoot and resolve customer concerns related to mobile, internet, TV, and landline services. Provide accurate product and service information, upsell or recommend upgrades as appropriate. Escalate complex issues to Tier 2 support or technical departments when necessary. Document all interactions in the customer relationship management (CRM) system. Maintain a strong knowledge of company services, promotions, pricing plans, and policies. Meet or exceed performance metrics, including call handling time, customer satisfaction, and resolution rate. Follow all company procedures regarding data security, customer privacy, and compliance requirements. Participate in regular training sessions to stay up to date on new products, system updates, and customer service best practices. Requirements Qualifications: 12 years of customer service or call center experience (telecommunications industry a plus). Excellent verbal and written communication skills. Strong problem-solving and conflict-resolution abilities. Proficient in computer systems, CRM platforms, and call center software. Ability to multitask while maintaining attention to detail. Comfortable working in a fast-paced, metrics-driven environment. Bilingual (e.g., English/Spanish) is a plus.