Call Center Representative

NexTier Global; Windsor (CT); On-site; USD 34,000 - 42,000; Full time

Job summary

NexTier Global in Windsor, CT, is seeking a Call Center Representative for a full-time, on-site role. You will handle inbound and outbound conversations with residential and small business customers about fiber internet, mobile service, and connectivity upgrades, while following scripts and compliance guidelines.

You will document interactions, update account details, and work with the team to meet customer satisfaction, quality, and productivity targets, contributing to a performance-driven

Qualifications

• Experience in a customer service role with sales support or retention.
• Maintain high customer satisfaction and provide professional support across calls.
• Strong interpersonal skills: active listening, clear communication, rapport with diverse customers.
• Solid computer literacy: navigate call center software, CRM tools, and basic office applications during live calls.
• Willingness to receive coaching and learn product knowledge.
• Willingness to work full-time on-site in Windsor, CT.
• Willingness to adapt to new processes and technologies.
• High school diploma or equivalent; telecommunications or contact centers preferred but not required.

Responsibilities

• Handle inbound and outbound calls from residential and small business customers.
• Explain products and services and resolve issues.
• Update account information and process changes or upgrades in the system.
• Follow call scripts and compliance guidelines; document interactions accurately.
• Meet performance targets related to customer satisfaction, quality, and productivity.
• Collaborate with supervisors and team members to share feedback and support continuous improvement.

Skills

Customer service

Sales support

Retention

Active listening

Communication

Rapport building

Time management

On-site Windsor CT

Education

High school diploma or equivalent

Tools

CRM software

Call center software

Office applications

Job description

Company Description

NexTier Global is an outsourced sales and retention center serving national telecommunications carriers. Representatives manage inbound and outbound conversations about fiber internet, mobile service, managed voice, and connectivity upgrades for residential and small business customers. The organization focuses on delivering reliable, knowledgeable support that helps customers navigate complex service options. NexTier Global is built on the belief that a call center can be a place to grow, develop skills, and build a long-term career. Team members are encouraged to learn, advance, and contribute to a positive, performance-driven environment.

Role Description

The Call Center Representative is a full-time, on-site position based in Windsor, CT. In this role, the representative handles inbound and outbound calls with residential and small business customers regarding fiber internet, mobile service, managed voice, and connectivity upgrades. Daily responsibilities include answering questions, explaining products and services, resolving issues, updating account information, and processing changes or upgrades in the system. The representative is expected to follow call scripts and compliance guidelines, document customer interactions accurately, and meet performance targets related to customer satisfaction, quality, and productivity. Collaboration with supervisors and team members to share feedback, participate in coaching, and support continuous improvement is also an important part of the role.

Qualifications

• Experience working as a Customer Service Representative or in a similar customer-facing role, with a focus on sales support or retention.
• Ability to maintain high levels of Customer Satisfaction and deliver consistent, professional Customer Support across inbound and outbound calls.
• Strong Interpersonal Skills, including active listening, clear communication, and the ability to build rapport with diverse customers.
• Solid Computer Literacy, including navigating call center software, CRM tools, and basic office applications while handling live calls.
• Reliable attendance, time management, and the ability to work full-time on-site in Windsor, CT.
• Comfort working in a performance-driven environment with call volume, quality, and productivity targets.
• High school diploma or equivalent; prior experience in telecommunications or contact centers is preferred but not required.
• Willingness to receive coaching, learn product knowledge, and adapt to new processes and technologies.