Call Center Customer Service Professional

Job Summary 
Our client is seeking a Call Center Customer Service Professional to join their team! This position is located in Cary, North Carolina. 
  
Core Responsibilities 

• Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems
• Managed outbound resolution and initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes
• Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime
• Maintain continuous, clear communication with customers, providing timely updates on ticket status, expected resolution times, and final outcomes to ensure a high level of customer satisfaction

Required Skills/Experience (Must-Haves) 

• 7+ years of proven experience in technical support, customer service, or a related service desk environment
• Must be a US Citizen eligible to obtain and maintain a Public Trust clearance

Preferred Skills/Experience (Nice-to-Haves) 

• Experience diagnosing technical issues
• Experience educating users
• Ability to ensure swift and accurate resolutions

Key Competencies & Behaviors 

• Strong organizational skills
• Time management and multitasking abilities
• Active listener

Work Environment 

• Location: Cary, North Carolina
• Hybrid (On-site Tuesday, Wednesday, Thursday | Work from Home Monday, Friday)
• Operations run 24/7/365. To support this, they operate on three primary shifts:
  • Day Shift: 7:30 AM – 3:30 PM
  • Swing Shift: 3:30 PM – 12:00 AM
  • Midnight Shift: 12:00 AM – 8:00 AM

Compensation & Benefits 

• Pay Range: The approximate pay range for this position is between $24.00 and $35.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums. 
• Medical, Dental, & Vision Insurance Plans 
• Employee-Owned Profit Sharing (ESOP) 
• 401K offered 

About KellyMitchell 
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice. 
  
Marketing Disclosure 
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at  https://www.careers.kellymitchell.com/privacy-policy