Customer Service Representative-Senior
3 weeks ago
Under limited supervision, ensures that customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required.
Responsibilities
- Provides support to customers, handles inquiries, and provides resolutions.
- Resolves routine questions and problems, and refers more complex issues to higher levels.
- May assist with researching and investigating complex inquiries and follows up on questions/issues to resolve concerns in an accurate and timely manner.
- Maintains customer satisfaction by providing exemplary customer service, program knowledge, empathy and professionalism for area of specialization.
- Appropriately escalates customer dissatisfaction or the most complex issues.
- May act as a lead; mentors and guides less experienced representatives.
- Performs all other duties as assigned.
- Excellent customer service skills with the ability to act with a sense of urgency, positivity and empathy.
- Knowledge and experience with Customer Service practices.
- Must also be able to use all applications in Microsoft Office and able to use all office equipment (copier, scanner, fax, telephones and printers).
- Must have strong communication skills, advanced troubleshooting and multi-tasking skills.
- High school diploma or GED is required.
- Five years of related experience is required.
- None.
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