Senior Customer Service Representative
1 month ago
ABR seeking a dedicated individual with exceptional service and innovative solutions to add to a team in the Marshfield area. We are looking for a highly skilled and experienced Senior Customer Service Representative to join our team and help us continue to deliver outstanding customer experiences.
Wage: 52k-55k based on experience
Job Summary:
The Senior Customer Service Representative will play a key role in managing and enhancing the customer service operations. This role involves handling complex customer inquiries, leading and mentoring junior staff, and collaborating with various departments to resolve issues and improve processes. The ideal candidate will have a strong background in customer service, excellent problem-solving skills, and a passion for delivering superior customer experiences.
Key Responsibilities:
- Customer Interaction: Serve as the primary point of contact for high-priority or complex customer inquiries and complaints, ensuring timely and effective resolution.
- Mentorship & Training: Provide guidance and support to junior customer service representatives, including training new hires and helping to develop their skills.
- Process Improvement: Identify areas for improvement in customer service processes and work with management to implement changes that enhance efficiency and customer satisfaction.
- Escalation Management: Handle escalated issues and difficult customer interactions, using advanced problem-solving skills to reach satisfactory resolutions.
- Performance Monitoring: Monitor and analyze performance metrics, provide feedback to team members, and work towards meeting or exceeding service goals.
- Reporting: Prepare detailed reports on customer service performance, including trends, feedback, and areas for improvement.
- Collaboration: Work closely with other departments such as Sales, Technical Support, and Product Development to address customer needs and contribute to cross-functional projects.
- Policy Adherence: Ensure compliance with company policies and procedures, and contribute to the development of new policies as needed.
Qualifications:
- Experience: Minimum of 3 years of experience in a customer service role, with at least 1 year in a senior or lead capacity.
- Skills: Exceptional communication and interpersonal skills, strong problem-solving abilities, and the ability to remain calm under pressure.
- Knowledge: Proficiency in customer service software and tools, with a solid understanding of customer service best practices and industry trends.
- Education: Bachelors degree in Business, Marketing, Communication, or a related field preferred.
- Attributes: Strong leadership qualities, a proactive approach to problem-solving, and a commitment to providing outstanding customer service.
What We Offer:
- Competitive salary and benefits package
- Opportunities for professional growth and advancement
- A supportive and dynamic work environment
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