Call Center Specialist – Customer Service Role

About the role

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.

Key responsibilities

• Answer inbound calls promptly and professionally, and make outbound calls for follow‑ups and proactive outreach.
• Resolve customer issues on the first contact whenever possible and document all interactions accurately in the CRM.
• Maintain up‑to‑date knowledge of products, services, policies and promotions to provide accurate information.
• Monitor performance metrics such as average handle time, first‑contact resolution and CSAT, and report trends to leadership.
• Collaborate with product, technical and quality teams to triage complex issues, identify root causes and contribute to process improvements.

Required profile

• Customer‑focused communicator with strong listening skills and the ability to stay calm under pressure.
• Prior experience in a call‑center or customer‑service environment.
• Proficiency with basic computer systems and CRM software, and ability to navigate multiple systems.
• High school diploma or equivalent; bilingual abilities are a plus.

What we offer

• Competitive hourly wage with performance incentives.
• Comprehensive medical, dental and vision coverage.
• 401(k) plan with employer match.
• Paid time off and paid training.
• Flexible scheduling with remote or hybrid work options where available.
• Access to modern tools, continuous learning, coaching and clear pathways for advancement.