Call Center Customer Service Professional - IV

Call Center Customer Service Professional - IV | Cary, North Carolina, United States 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.