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Senior Customer Service Representative

2 months ago

Belleville, Illinois, United States PCs for People Full time
About the Role

We are seeking a highly skilled Senior Customer Service Representative to join our Contact Center team at PCs for People. As a key member of our team, you will be responsible for providing exceptional customer service, resolving customer inquiries, and supporting our Contact Center staff.

Key Responsibilities
  • Answer phone calls from customers and provide assistance with their inquiries
  • Maintain a high level of productivity, answering a minimum of 3.5 calls per hour
  • Provide email communication to customers and respond to their inquiries in a timely manner
  • Assist with contact center manager requests and escalate issues as needed
  • Monitor queues and manage Service Level Agreements (SLAs) to ensure excellent customer service
  • Provide peer coaching and support to Contact Center staff, redirecting to internal resources as needed
  • Assist customers with pre-registration by creating accounts and attaching approved eligibility
  • Verify customer eligibility for PCs for People computers and services
  • Assist with individual and small group PCs for People projects
  • Directly responsible individual (DRI) for new hire and ongoing CS Representative training
  • Enforce policies and procedures of the contact center and CS
  • Ensure accurate file management
  • Perform other tasks as needed
Requirements
  • High School Diploma or equivalent
  • Excellent communication and interpersonal skills
  • Basic understanding of administrative and clerical procedures and systems
  • Interest in computers, internet, people, and technology
  • Possess the ability to work under pressure and navigate ambiguity
  • Self-directed and self-motivated with strong analytical thinking skills
  • Ability to quickly pivot and travel to the local office for employee needs on short notice
Benefits

We offer a competitive salary of $21.00 per hour, as well as full health benefits, 401k matching, disability insurance, life insurance, and flexible PTO. We are an equal opportunity employer and welcome applications from diverse candidates.