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Lead Customer Service Specialist
2 months ago
As a Senior Client Support Advisor, your primary responsibility will be to address customer inquiries through various channels including phone, email, and in-person interactions. You will tackle intricate or atypical requests and issues that may necessitate tailored responses, effectively communicating solutions or requested information to customers. Your role will involve assessing customer service requirements and liaising with other service or technical departments for follow-up or additional insights as necessary. You will also provide updates to internal teams regarding customer needs and factors influencing customer satisfaction. This position may involve supporting more complex or critical products.
Key Responsibilities:
- Establish and nurture business relationships with customers by delivering prompt and precise service to enhance customer loyalty.
- Assist the customer base by addressing inquiries and concerns, as well as managing escalated customer account issues from other departments.
- Guide and mentor team members, providing training on best practices.
- Process payments for cash account customers.
- Investigate and resolve customer issues, acting as a liaison between customers and other departments when required.
- Provide backup support to the sales counter for walk-in and telephone inquiries.
- High School Diploma or Equivalent required
- Associate's Degree (U.S.)/College Diploma (Canada) preferred
- 5+ years of relevant experience
- Strong time management skills, including the ability to prioritize customer issues and achieve positive outcomes
- Excellent interpersonal skills to work effectively in a diverse environment
- Effective verbal and written communication skills
- Able to perform well under pressure
- Meticulous attention to detail
- Capable of dealing with individuals sensitively, tactfully, diplomatically, and professionally at all times
- Proficient in computer applications, including MS Word, Excel, and email
Wesco International, Inc. is dedicated to providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
At Wesco, we are committed to building, connecting, powering, and protecting the world. As a leading provider of business-to-business distribution, logistics services, and supply chain solutions, we strive to create a dependable environment. Our workforce is our greatest asset, and we are committed to fostering diversity and inclusion by embracing the unique perspectives and individuality of our employees. Through our Business Resource Groups, comprehensive benefits plan, and community outreach initiatives, we provide a welcoming work community that supports your success.
