Call Center Customer Service Professional - IV

Call Center Customer Service Professional - IV
Location: Cary, NC | Hybrid (On-site: Tue-Thu, Remote: Mon & Fri) | Full Time

[About the Role]
Join a dynamic, 24/7/365 service operations team as a Call Center Customer Service Professional - IV. In this high-impact position, you will leverage your extensive technical support background to provide exceptional service, resolve complex problems, and ensure operational excellence for our customers. This hybrid role offers you a balanced work environment with opportunities for ongoing learning and advancement.

[Responsibilities]

- Serve as the critical point of contact for inbound customer service calls, performing in-depth diagnostics and troubleshooting to resolve technical issues rapidly.
- Execute proactive outbound communications to internal teams and external customers to accelerate task completion, resolve escalations, and deliver clear user education on established processes.
- Strategically escalate issues to management, specialized support teams, or external repair organizations to minimize downtime and expedite resolutions.
- Keep customers informed with consistent, clear updates on ticket status, expected resolution times, and final outcomes, building strong relationships and ensuring high satisfaction.
- Adapt to a rotating 24/7/365 shift schedule, starting with comprehensive day shift training and opportunities to move across shifts based on business needs.

[Required Skills and Experience]

- 7-10 years of hands-on experience in technical support, customer service, or service desk environments
- Strong diagnostic and troubleshooting abilities
- Outstanding communication and customer engagement skills
- US Citizen with eligibility for Public Trust clearance
- Ability to thrive in a fast-paced, multi-shift operation

[Preferred Skills]

- Prior Verizon service experience (highly valued)

[Benefits]

- Competitive compensation up to $62/hr
- Hybrid work model for enhanced work-life balance
- Comprehensive training and professional development
- Exposure to mission-critical technology and high-impact customer interactions
- Collaborative, supportive team culture
- Career advancement within a nationally recognized organization

[How to Apply]
If you are dedicated to delivering exceptional customer experiences and meet the qualifications, apply now to join our Cary, NC team. Local candidates only.