Senior Customer Service Representative

firstsourc • Palm Bay, FL

1d • $17 • Onsite

About The Position

This role is for a Senior Customer Service Representative who will be working in-office. The primary focus is on identifying and resolving customer issues, ensuring customer satisfaction, and adhering to company policies. The representative will handle inquiries, complaints, and provide solutions, collaborating with team members and other departments as needed. A key aspect of the role is prioritizing customer satisfaction in all interactions.

Requirements

• Previous experience working in a call center is required.
• Helpful, friendly customer service experience is required.
• Able to talk on the phone and navigate a computer at the same time.
• Able to read notes within the computer system to answer questions.
• Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
• Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).

Nice To Haves

• Bilingual skills are a plus, with a higher pay rate offered.

Responsibilities

• Identify customer questions, complaints, concerns, and overall needs.
• Provide sufficient answers and solutions to all customer queries.
• Handle customer complaints respectfully and professionally.
• Redirect customers to appropriate departments and teams when appropriate.
• Follow up with callers on complaint/question status, ensure resolution.
• Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
• Follow all communication procedures, policies, and guidelines during every customer interaction.
• Perform duties and responsibilities with our customers' satisfaction as your number one priority.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED