The Role
Serve as primary contact for complex inbound customer inquiries and escalations across phone, email, and chat. Troubleshoot issues, coordinate cross-team resolutions, mentor junior reps, maintain CRM documentation, participate in QA, and drive process improvements to boost CSAT.
Summary Generated by Built In
We are looking for a dedicated and skilled Senior Customer Service Representative to join our team. In this role, you will be the primary point of contact for resolving complex customer inquiries, handling escalations, and maintaining exceptional service standards. You will also support junior team members through coaching, process guidance, and workflow assistance.
Key Responsibilities
- Customer Support & Escalations: Handle complex inbound customer inquiries via phone, email, and live chat, resolving escalations with empathy and efficiency.
- Problem Resolution: Investigate issue root causes, troubleshoot account or product problems, and coordinate with internal teams (e.g., billing, technical support) to ensure resolution.
- Team Mentorship: Assist with onboarding and training new representatives, providing day-to-day guidance on policies, tools, and best practices.
- Process Improvement: Identify recurring customer issues or process bottlenecks and propose actionable solutions to improve customer satisfaction (CSAT) metrics.
- Documentation & CRM: Maintain accurate and detailed interaction logs, ticket history, and account notes in the CRM system.
- Quality Assurance: Participate in quality assurance reviews to help maintain high service standards across the support team.
Required Qualifications & Skills
- Experience: 3+ years of experience in a customer service, client support, or call center role (preferably with lead or senior-level responsibilities).
- Communication: Exceptional verbal and written communication skills with strong active listening capabilities.
- Problem-Solving: Proven ability to manage difficult customer situations calmly, tactfully, and professionally.
- Software Proficiency: Hands-on experience with CRM systems (e.g., Zendesk, Salesforce, Freshdesk) and multi-channel support software.
- Organization: Strong multi-tasking and time-management skills in a fast-paced environment.
Preferred Qualifications
- Associate or Bachelor’s degree in Business, Communications, or a related field.
- Experience in team leadership, quality assurance, or training.
- Bilingual capabilities are a strong plus.
Benefits
- Health, Dental, and Vision Insurance
- Paid Time Off (PTO) & Paid Holidays
- 401(k) / Retirement plan with company matching
- Professional development and advancement opportunities
- Employee discount program / Wellness incentives
Skills Required
- 3+ years of experience in customer service, client support, or call center role (preferably with lead or senior-level responsibilities)
- Exceptional verbal and written communication skills with strong active listening
- Proven ability to manage difficult customer situations calmly, tactfully, and professionally
- Hands-on experience with CRM systems (e.g., Zendesk, Salesforce, Freshdesk) and multi-channel support software
- Strong multi-tasking and time-management skills in a fast-paced environment
- Associate or Bachelor’s degree in Business, Communications, or a related field
- Experience in team leadership, quality assurance, or training
- Bilingual capabilities
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The Company
