Customer Service Rep II
About The Position
As a Customer Service Representative II, you will deliver advanced customer support, resolve complex issues, and serve as a point of escalation for CSR I representatives. The role includes problem-solving, process improvement, and ensuring customer satisfaction through effective communication and engagement. It is a 100% customer-facing position that often serves as a main point of contact and handles multiple customer accounts. The position also involves monitoring service quality, analyzing customer-service metrics, assisting with training and development, and providing guidance to team members. The representative may also give direction to warehouse operations team members.
Requirements
- High school diploma or GED.
- Two to three years of experience in a warehouse, customer service, logistics, terminal operations, or related field, or an equivalent combination of education and experience.
- Experienced user of Microsoft Office, Excel, and Outlook.
Nice To Haves
- Additional education or certifications in customer service.
Responsibilities
- Perform all responsibilities of a Customer Service Representative I.
- Handle escalated customer inquiries and complaints professionally and empathetically.
- Provide advanced product or service information and troubleshooting assistance.
- Serve as a customer-facing point of contact and manage multiple customer accounts.
- Analyze and resolve complex customer issues, collaborating with cross-functional teams when needed.
- Take ownership of customer problems and coordinate efforts for prompt resolution.
- Monitor and evaluate customer interactions for adherence to company policies and service standards.
- Provide constructive feedback to team members to support continuous improvement.
- Generate and analyze reports tracking customer-service metrics and performance.
- Use data to identify trends, improvement areas, and training opportunities.
- Assist in training and developing CSR I representatives.
- Provide guidance and support to team members and give direction to warehouse operations team members.
- Maintain regular and punctual attendance and work cooperatively with others.
- Interact appropriately with employees and customers.
- Use a computer for email, reports, and work schedules; review and analyze data; plan, prioritize, and monitor activities.
- Complete assigned tasks and projects promptly and comply with company policies and procedures.
Benefits
- Medical, dental, and vision coverage beginning the first of the month following the start date.
- 401(k) with company match.
- Standard 10 days of PTO.
- Eligibility for a bonus plan.
- Seven paid holidays.
- Eligibility for overtime pay if applicable.
- Flexible Spending Accounts.
- Life and Accidental Death & Dismemberment Insurance.
- Short- and long-term disability.
- Tuition Assistance Program.
- Commuter benefits.
- Vacation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
