Senior Customer Service Representative

Latitude Inc • Owings Mills, MD

1d • $50,000 - $55,000 • Onsite

About The Position

We are seeking an experienced and motivated Senior Customer Service Representative with 5+ years of customer support experience to deliver exceptional service, mentor junior team members, and help improve service processes. The ideal candidate will demonstrate strong problem-solving skills, leadership ability, and a commitment to customer satisfaction.

This role is fully onsite in Owings Mills MD

Requirements

• 5+ years of customer support experience
• Strong problem-solving skills
• Leadership ability
• Commitment to customer satisfaction

Responsibilities

• Serve as a primary point of contact for complex customer inquiries, escalations, and complaints.
• Provide timely, accurate, and professional responses through phone, email, chat, and ticketing systems.
• Resolve advanced issues by investigating root causes and coordinating with internal departments.
• Monitor service quality and ensure adherence to company standards and policies.
• Document customer interactions and maintain accurate records in CRM systems.
• Support management with reporting, quality assurance, and performance tracking.
• Represent the company professionally and promote a positive customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed