Senior Customer Service Representative

CORE RESPONSIBILITIESAND TASKS

• Responds promptly to customer inquiries through multiple channels.

• Recognizes sense of urgency and prioritizes orders and requests accordingly

• Primarily responsible for the processing a higher volume of incoming and outgoing calls for internal & external customers

• Engages with appropriate intercompany resources

• Inputs and/or modifies service order requests based on customer need and provides customer confirmation

• Process customer payments and provide proof of payment to customer

• Generate and deliver customer specific service reports and invoicing as requested

• Perform tasks in accordance with the standard work document and performance metrics for that given process

• Supports training of others in their process teams.

• Responsible for overflow work and special projects

• Ability to document tasks into process flows

• Deescalating sensitive customer concerns by resolving complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer

• Supporting implementation of updated processes

• Provides quality audit reviews as needed

• KNOWLEDGE & EXPERIENCE:

  Required:

  • Excellent written and verbal communication skills utilizing multiple channels.

  • Strong analytical problem solving and decision-making skills

  • Ability to handle difficult or sensitive situations

  • Excellent time management and organizational skills

  • Working knowledge of Products/Services

  • Demonstrated understanding of Customer Success

  • Collaboration Skillsets to enable support to peers as necessary

  • Ability to multi-task prioritize and manage time effectively

  • High level competency in a Field Service and CRM application like (MS Field Service or MS CRM)