SeniorCustomerServiceRepresentative

Receives inbound calls to resolve routine and escalated customer service issues, Provides support and assistance as a resource to new hires and peers, Provides coaching and supports the development and acquisition of job-specific skills, Assists with on-boarding, training, and quality assurance, Receives inbound customer service calls, assesses root cause(s) of customer issues, and resolves customer concerns in a timely and professional manner in order to achieve the highest level of customer satisfaction, Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes, Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone, Enters and maintains customer data (e.

, contact information, service plan, billing information) into the customer database accurately and timely, Assists management with seasonal recruiting by conducting phone screens using scripted interview guides, Conducts new hire training as needed, Distributes and reviews materials to help facilitate the training and on-boarding, Provides one-on-one training and coaching on specific job duties as needed, Leads and/or participates in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.

, scripting, overcoming customer objections) and effectiveness, Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed, Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness, Reviews and ensures customer follow up requests (CFRs) are entered accurately and completely according to standard operating procedures, Identifies and communicates improvement opportunities or trends impacting the customer experience to management.