Contact Center Agent

About the role

Cincy Connect Services is hiring a Contact Center Agent to strengthen customer resolution across customer-support outsourcing via phone, email, chat, social channels, help desk, technical support, quality, and service operations.

The standard for success is contact center case handling that ensures customer resolution is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history.

Responsibilities

• Own the Contact Center Agent workflow by documenting commitments and next actions.
• Coordinate the workflow by escalating complex cases with sufficient context for the next owner.
• Review and handle assigned customer or client requests.
• Maintain the workflow by reviewing available case history before responding.
• Track and resolve routine issues within approved authority.

Skills

• Use Contact Center Case Handling and Customer Support confidently.
• Apply Escalation Management without losing track of exceptions, owners, or deadlines.
• Document Account Review decisions clearly so another teammate can follow the reasoning.
• Use sound judgment in Problem Solving, especially when escalation is required instead of assumption.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States.