We're seeking an experienced and highly skilled Senior Customer Service Representative to join our team. As a Senior Customer Service Representative, you will be responsible for providing exceptional customer service and support to our valued clients. With a minimum of 4 years of experience in customer service roles, you will bring your expertise to ensure customer satisfaction, resolve complex issues, and maintain strong relationships with our customers.
Responsibilities:
Provide Excellent Customer Service: Interact with customers in a friendly and professional manner to address inquiries, resolve complaints, and ensure their satisfaction with our products and services. Demonstrate empathy, patience, and active listening skills to understand customer needs and provide appropriate solutions.
Handle Complex Customer Issues: Utilize your extensive experience in customer service roles to handle escalated or challenging customer inquiries and complaints. Analyze situations, identify root causes, and propose effective solutions to resolve complex issues efficiently while maintaining a positive customer experience.
Develop and Maintain Customer Relationships: Build and nurture strong relationships with customers to enhance loyalty and satisfaction. Proactively engage with customers to gather feedback, identify opportunities for improvement, and provide relevant information about our products and services.
Supervise and Mentor Junior Representatives: Assist in training and mentoring junior customer service representatives, sharing your knowledge and expertise. Provide guidance and support to help them resolve customer issues effectively and deliver exceptional customer service.
Collaborate with Internal Teams: Collaborate with cross-functional teams, including sales, marketing, and technical support, to ensure seamless customer experiences. Share customer insights and feedback with relevant stakeholders to drive improvements in our products, services, and processes.
Maintain Documentation and Records: Accurately document customer interactions, complaints, and resolutions in our customer relationship management (CRM) system. Keep records updated and accessible for future reference, analysis, and reporting.
Requirements:
- Minimum of 4 years of experience in customer service roles, with a proven track record of providing exceptional customer support. Experience in handling complex customer issues and resolving complaints effectively is required.
- Proficient in using customer support software, CRM systems, and other relevant tools.
- Excellent verbal and written communication skills are essential.
- Strong analytical and problem-solving skills are crucial to identify the root causes of customer issues and develop effective solutions.
- Demonstrate a high level of empathy, patience, and emotional intelligence when dealing with customers.
- Ability to work collaboratively within a team environment and build strong relationships with colleagues from different departments.
- Strong organizational and time management skills to handle multiple customer inquiries and prioritize tasks effectively.
Salary: Salary: $20hr & up (depending on experience)
Benefits/Perks:
- 100% paid employee & family insurance premiums for health, dental, vision, life insurance, short-term and long-term disability.
- 401k Plan with a company match.
- New technology, including iPhone, iPad & access to integrated software.
- Company Outings & celebrations, amazing work environment, friendly/family like culture.
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
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Work Location: In person
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