Contact Center Agent

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Contact Center Agent providing exceptional support and resolving inquiries for customers. Manage high volumes of interactions via phone, email, and chat, ensuring a positive customer experience.

Posted 7/14/2026full-timeRemote • North Carolina • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities by effectively managing high volumes of interactions and resolving issues promptly. Proficient in using CRM tools and contact center software to enhance customer satisfaction and meet performance targets.

Highest-signal resume keywords

Customer Service ExperienceVerbal And Written Communication SkillsProblem-Solving AbilitiesCRM Tools ProficiencyContact Center Software Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction ManagementIssue ResolutionData EntryPerformance Metrics MonitoringSales Promotion

Soft Skills

Active ListeningEmpathyPatienceMultitaskingAdaptability

Tools & Technologies

RingCentralService MinderService TitanMicrosoft OfficePC/Windows Systems

Industry Keywords

Contact CenterCustomer SatisfactionQuality AssuranceKey Performance IndicatorsCustomer Relationship Management

About the role

Key responsibilities & impact

Handle Incoming and Outgoing Customer Interactions via Phone, Email, or Chat
Manage a high volume of incoming and outgoing interactions, ensuring prompt and professional communication.
Use active listening skills to understand customer needs and respond appropriately.
Adapt communication style to match the tone and urgency of customer inquiries, ensuring a positive experience.
Provide Accurate Information and Resolve Customer Issues in a Timely Manner
Deliver clear, concise, and accurate information about products, services, and company policies.
Analyze and troubleshoot customer issues to determine the root cause and provide effective solutions.
Follow up with customers as needed to confirm that issues are resolved to their satisfaction.
Document Customer Interactions in the System and Escalate Unresolved Issues
Record detailed and accurate notes for each customer interaction, including the nature of the inquiry, actions taken, and outcomes achieved.
Ensure all data is entered into the customer relationship management (CRM) system in compliance with company protocols.
Identify and escalate unresolved or complex issues to supervisors or specialized departments, providing all necessary documentation for efficient resolution.
Promote Products and Services to Meet Customer Needs
Identify customer needs through effective questioning and offer tailored solutions.
Explain the benefits of additional products or services to customers in a clear and persuasive manner.
Handle sales opportunities and retention efforts in line with company policies and performance objectives.
Meet Performance Targets, Including Response Time and Customer Satisfaction Metrics.
Strive to exceed key performance indicators (KPIs) such as average handling time, and customer satisfaction scores.
Monitor personal performance and actively seek feedback to improve productivity and service quality.
Maintain compliance with quality assurance guidelines and standards to ensure consistent and exceptional service delivery.

Requirements

What you’ll need

Minimum of 2 years of experience, preferably in a contact center, customer service, or a related field.
Exceptional verbal and written communication skills.
Strong problem-solving and multitasking abilities.
At least 6 months of experience with contact center/phone software (RingCentral), CRM tools (Service Minder & Service Titan), and computer applications like Microsoft Office.
Ability to use web resources such as Google Maps and Zillow for external housing views.
Proficiency in PC/Windows systems.
Flexibility to work various schedules, including evenings and weekends if needed.
Strong empathy and patience when handling customer concerns.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities