Customer Service Tier 3 (Interim)
About The Position
The Customer Service Tier 3 role serves as a subject matter resource within the Customer Success team by providing peer support, operational guidance, and assistance with escalated customer concerns. This role acts as a first point of contact for agents requiring support with systems, procedures, workflows, and complex customer interactions. The Customer Service Tier 3 employee helps promote service excellence by supporting agent development, identifying operational trends, sharing best practices, and contributing to continuous improvement initiatives. Assignment Term: September 8, 2026 - December 19, 2026
Requirements
- Must have shift flexibility to support coverage within our hours of operation.
- This role will remain on phone contacts for approximately half of the scheduled shift, depending on business needs.
- Demonstrate a proven track record of reliability and consistent attendance.
- Must have a minimum of six (6) months of experience within the Customer Success team.
Nice To Haves
- Post-secondary education is considered an asset.
- Previous customer service experience, preferably in a contact center environment.
Responsibilities
- Monitor contact center queues and agent availability to help maintain coverage and meet operational targets.
- Identify recurring customer concerns, system issues, workflow gaps, or training needs and recommend improvements to enhance service quality and efficiency.
- Provide peer-to-peer support, guidance, and real-time assistance to contact center agents handling customer inquiries, complex cases, or challenging interactions.
- Act as a first point of contact for agents seeking clarification on procedures, systems, workflows, account handling, and service expectations.
- Support escalated customer concerns by reviewing case details, identifying the issue, gathering required information, and helping determine the appropriate next steps.
- Assist with de-escalating customer situations by promoting calm, professional, empathetic communication and ensuring customers receive clear and accurate information.
- Identify trends in escalated issues, customer complaints, process gaps, system concerns, or knowledge opportunities and share observations with leadership.
- Give feedback on daily operations by sharing best practices, reinforcing quality standards, and encouraging consistent use of approved processes.
- Support new and developing agents by answering questions, helping them navigate systems, and reinforcing training materials.
- Maintain professionalism, confidentiality, and sound judgment when handling customer information, agent concerns, sensitive situations, and operational updates.
- Contribute to a positive team environment by promoting collaboration, accountability, knowledge sharing, and continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
