Description

Robert Half is actively seeking an experienced Senior-Level Customer Service Representative to handle escalated calls and training duties. The ideal candidate should have a strong track record of problem-solving, team leadership, and excellent customer service skills to ensure customer satisfaction at all times.

Responsibilities:

• Manage and resolve escalated customer calls by providing effective solutions.

• Train, coach, and guide junior representatives to improve their conflict resolution and customer interaction skills.

• Develop customer service protocols and standards to be used by the team.

• Document and analyze customer feedback to identify patterns and strive for continuous service improvements.

• Conduct regular training sessions for new hires and refresher courses for existing team members.

• Collaborate with the management team to align on company customer service strategies and targets.

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, as well as actions taken.

• Act as a role model for exemplary customer service.

  Requirements

Qualifications:

• Minimum of 5 years' experience in customer service, including experience handling escalations.

• Strong problem-solving and negotiation skills.

• Proven experience in training and coaching teams.

• Exceptional communication skills, both verbal and written.

• Proficiency in Microsoft Office Suite and CRM applications.

• Proactive, friendly, and patient mindset complemented by a customer-focused attitude.

• High school diploma is required; Bachelor's degree is preferred.

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) .