Call Center Specialist

We are seeking a Call Center Specialist to deliver exceptional service, manage inbound and outbound calls, and resolve customer issues with empathy and efficiency. This role plays a critical part in shaping our customer experience and brand reputation, turning challenges into positive outcomes and building trust with every interaction. In this market aligned role, you will handle a high volume of calls across multiple channels, respond to inquiries, provide accurate information, troubleshoot problems, and log interactions in our CRM. Your empathy, active listening, and clear communication will help de-escalate tense situations and guide customers toward effective solutions. You will collaborate with product and technical teams to address root causes and identify opportunities to improve processes. Key responsibilities include answering inbound calls promptly and professionally, making outbound calls as needed for follow ups and proactive outreach, resolving issues on first contact where possible, documenting interactions accurately, meeting service level targets and quality standards, maintaining up to date knowledge of products and services, delivering consistent messaging, and contributing to knowledge base improvements. You will also identify trends in recurring issues and share insights with the team to prevent future escalations. You will participate in ongoing training and coaching to sharpen your skills. What we are looking for: a customer focused communicator with strong listening skills, ability to empathize and stay calm under pressure, and a problem solving mindset. You should have prior experience in a call center or customer service role, proficiency with basic computer systems and CRM software, and the ability to navigate multiple systems while keeping the customer at the center of the conversation. Strong organizational skills, reliability, and a flexible approach to shift coverage including evenings and weekends may be required. A high school diploma or equivalent is minimum, with some roles offering opportunities for growth with a postsecondary certificate or related training. Bilingual capabilities are a plus but not required; we welcome diverse perspectives and backgrounds. What we offer: a competitive compensation package with an hourly wage and performance incentives, comprehensive medical, dental, and vision coverage, a 401(k) plan with employer match, paid time off, and paid training. We support work life balance with flexible scheduling options and remote or hybrid work arrangements where available. You will have access to modern tools and a supportive team environment that values collaboration, feedback, and recognition. We invest in professional development through continuous learning, coaching, and clear pathways for advancement within the customer care organization. Our culture: we are committed to inclusion and belonging, with a team that respects diverse voices and experiences. You will join a collaborative environment where curiosity, accountability, and customer obsession drive every decision. We celebrate wins as a team and encourage peer learning, mentorship, and career growth. Apply now or contact our talent team to learn more about this opportunity. Please include your availability and tell us why you would be a great fit for this role. ## Responsibilities • Develop and maintain expert knowledge of products, policies, and promotions to improve first-contact resolution and uncover upsell opportunities during calls. • Manage data entry with high accuracy in the CRM, ensuring all customer interactions, issues, and outcomes are logged in real time. • Collaborate with cross-functional teams to triage and resolve complex customer issues, escalating when necessary and tracking progress to closure. • Monitor key performance metrics such as average handle time, first contact resolution, CSAT, and adherence to schedules, and report trends to leadership weekly. • Conduct quality assurance reviews of calls and chats using established scoring rubrics, identify coaching needs, and contribute to targeted training. • Adhere to schedule adherence policies and maintain coverage during assigned shifts, including break times and real-time attendance updates. • Proactively solicit and document customer feedback, sharing insights with product, training, and QA teams to drive service improvements.