Description

We are seeking an experienced and dedicated Senior Customer Service Representative to join our dynamic call center team. The ideal candidate will have a proven track record in customer service, particularly within a call center environment, and possess strong leadership, problem-solving, and communication skills. This role involves handling escalated customer inquiries, mentoring junior representatives, and contributing to the continuous improvement of our customer service operations.

Customer Interaction:

• Handle complex and escalated customer inquiries via phone, email, and chat.

• Provide timely and accurate information to customers regarding products, services, and policies.

• Resolve customer issues with professionalism and empathy, ensuring high levels of customer satisfaction.

Mentorship and Training:

• Mentor and assist junior customer service representatives by providing guidance and support.

• Conduct training sessions for new hires and ongoing training for the team to improve service quality.

• Lead by example in delivering exceptional customer service.

Process Improvement:

• Identify and recommend improvements to current processes to enhance efficiency and customer satisfaction.

• Collaborate with the Customer Service Manager to develop and implement new strategies for improving service delivery.

• Provide feedback and suggestions for new customer service tools and technologies.

Reporting and Documentation:

• Accurately document customer interactions and resolutions in the CRM system.

• Prepare and analyze customer service reports to identify trends and areas for improvement.

• Assist in the development of reports for management on key customer service metrics.

Team Leadership:

• Act as a point of contact for escalated issues from other team members.

• Lead team meetings and discussions when necessary.

• Foster a positive and collaborative team environment.

  Requirements

Experience:

• Minimum of 5 years of experience in a customer service role, with at least 2 years in a call center environment.

• Experience handling escalated customer issues and mentoring team members is required.

Skills:

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and attention to detail.

• Proficiency with CRM software and Microsoft Office Suite.

• Ability to work under pressure and manage multiple priorities.

• Strong leadership skills and the ability to motivate others.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .