Contact Center Specialist
About the role
Cincy Connect Services is adding a Contact Center Specialist whose work will make customer resolution easier to trust across customer-support outsourcing via phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role focuses on contact center specialized execution within customer support outsourcing, ensuring every handoff shows what is complete, what is pending, and who owns the next step.
Strong performance is measured through fewer avoidable corrections, timely follow-through, and records that make the next action obvious.
What helps you succeed
- Use Quality Assurance and Customer Support Outsourcing confidently in contact center specialized execution.
- Apply Issue Resolution without losing track of exceptions, owners, or deadlines.
- Document Service Recovery decisions clearly so another teammate can follow the reasoning.
- Use sound judgment around Customer Experience, especially when escalation is required instead of assumption.
Responsibilities
- Review available case history before responding to support the Contact Center Specialist workflow.
- Resolve routine issues within approved authority to maintain the workflow.
- Document commitments and next actions to track the workflow.
- Escalate complex cases with enough context for the next owner to own the workflow.
- Handle assigned customer or client requests to coordinate the workflow.
Remote execution is complete only when contact center specialized execution leaves customer resolution accurate, secure, traceable, and ready for the next authorized teammate.
Position Details
Full-time, associate-level role. 100% remote within the United States.
Pay
Base salary: $40,000–$60,000 per year.