Senior Customer Service Representative

Wesco • Nashville, TN

13h

About The Position

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail, or walk-ins to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response and communicate solutions or requested information to customers. You will analyze customers’ service needs and refer them to other service or technical departments for follow-up or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical.

Requirements

• High school degree or equivalent required.
• At least 5 years of relevant experience.
• Strong time management skills, including the ability to prioritize customer issues and resolve them with positive outcomes.
• Solid interpersonal skills and the ability to work effectively in a diverse working environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to work well under pressure.
• Strong attention to detail.
• Ability to handle customers sensitively, tactfully, diplomatically, and professionally at all times.
• Proficient computer skills, including familiarity with MS Word, Excel, and e-mail.

Nice To Haves

• Associate’s degree (U.S.) or college diploma (Canada) preferred.

Responsibilities

• Build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty.
• Support the customer base by answering questions and concerns and handling customer account inquiries and complaints escalated from other departments.
• Mentor and give direction to team members and provide training on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Provide backup support to the sales counter for walk-in and telephone inquiries.

What This Job Offers

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