Call Center Representative

Nex Tier 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. Nex Tier 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.

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.

• 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.