Senior Customer Care Specialist - High-Volume Support

Fts Inc; Rockville (MD); On-site; USD 36,000 - 54,000; Full time

Job summary

Fts Inc is seeking a polished Customer Service Representative to join our fast-paced Rockville, MD team. You will be the first point of contact for customers, handling a high volume of calls with a confident phone presence and meticulous attention to detail.

You will listen to customer needs, resolve complex issues, and maintain accurate CRM notes while upholding our brand voice. Ideal candidates have 4+ years in a call center or related environment and exceptional communication skills.

Qualifications

• 4+ years in a call center or contact center environment
• Exceptional verbal and written skills
• Professional phone presence and strong attention to detail

Responsibilities

• Handle a high volume of inbound and outbound calls with professionalism, courtesy, and efficiency
• Listen closely to customer needs, answer questions, and resolve complex issues quickly
• Keep accurate customer records and detailed call notes in our CRM
• Follow established communication guidelines and policies to keep our brand voice consistent
• Communicate clearly and concisely to build trust and strengthen customer relationships
• Partner with internal teams to escape and resolve complex inquiries

Skills

Customer service experience

Call center experience

Verbal communication

Written communication

Attention to detail

Education

High School Diploma or equivalent

Associate or Bachelor’s degree preferred

Job description

Fts Inc is seeking a polished Customer Service Representative to join our fast-paced Rockville, MD team. You will be the first point of contact for customers, handling a high volume of calls with a confident phone presence and meticulous attention to detail.

You will listen to customer needs, resolve complex issues, and maintain accurate CRM notes while upholding our brand voice. Ideal candidates have 4+ years in a call center or related environment and exceptional communication skills.