Contact Center Specialist

About the role

GoHiya is looking for a Contact Center Specialist who can bring disciplined follow-through to customer resolution across inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The position applies contact center specialized execution within contact center operations to live work, making accuracy and traceable follow-through more important than superficial speed.

Responsibilities

• Track the Contact Center Specialist workflow by helping the team review available case history before responding.
• Own the Contact Center Specialist workflow by helping the team resolve routine issues within approved authority.
• Coordinate the Contact Center Specialist workflow by helping the team document commitments and next actions.
• Review the Contact Center Specialist workflow by helping the team escalate complex cases with enough context for the next owner.
• Maintain the Contact Center Specialist workflow by helping the team handle assigned customer or client requests.
• Use Issue Resolution and Service Recovery confidently when carrying out contact center specialized execution.
• Apply Customer Experience without losing track of exceptions, owners, or deadlines.
• Document Contact Center Operations decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around Customer Service, especially when escalation is required instead of assumption.

Qualities

Quality is visible when customer resolution is accurate enough for others to act on and unresolved items are documented rather than guessed. For GoHiya, that result is measured through contact center specialized execution within contact center operations.

Working Strengths

• Confident use of Issue Resolution and Service Recovery.
• Ability to apply Customer Experience while tracking exceptions, owners, or deadlines.
• Clear documentation of Contact Center Operations decisions for team collaboration.
• Sound judgment in Customer Service, particularly around escalation.

Employment Overview

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

Pay

Base salary: $42,000–$62,000 per year.