Senior Customer Service Associate
Job Number: 10300
External Description:
About the Role
If you thrive in a fast-paced environment and are looking for a growth opportunity in a customer service environment, then we have a great opportunity for you. We are seeking a motivated, highly organized individual to research and resolve Tier 3 executive customer escalations.
KEY RESPONSIBILITIES
Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints
Collaborate with management, distribution, and our legal department to resolve high profile customer complaints
Provide superior follow up with end users and the management team
Provide working solutions to end users including financial assistance
Work to resolve time sensitive cases escalated by the Better Business Bureau
Mentor and proactively suggest training opportunities for our Tier 1 and Tier 2 agents
Utilize your experience to suggest process improvements for our customers
Work with sensitive and confidential information
Monitor and manage open case load independently
KEY QUALIFICATIONS
Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
Ability to communicate effectively with a positive attitude, with a level of professionalism appropriate to representing the executive offices
Proficient in MS Office
Experience with SAP is a plus
Strong analytical skills, paying close attention to accuracy and attention to detail
Strong sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
Creative problem-solving skills
Self-starter and well organized, able to multi-task
Ability to prioritize workload and provide a quick turnaround for urgent cases. Our Tier 3 Customer Service agents are largely self-directed and work with minimal supervisor to resolve their cases
Adaptability and flexibility to seasonality and changing business demands is critical. As an air conditioning manufacturer, our consumer feedback volume can more than double during the hot summer months
Minimal travel required (less than 10%). Travel is typically once or twice per year to internal or customer hosted meetings
Required Qualifications
High School Diploma or GED
Minimum of 5 years of customer service experience in a call center or other high-volume environment
Preferred Qualifications
Bachelor’s degree
Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
Proficient in MS Office (specifically Word and Excel)
Strong analytical skills, accuracy and attention to detail
Ability to communicate effectively
Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
Creative problem-solving skills
Self-starter and well organized, able to multi-task and prioritize work
Creative problem-solving skills
Adaptability and flexibility to seasonality and changing business demands
Job Number: 30205629
Community / Marketing Title: Senior Customer Service Associate
Location_formattedLocationLong: New York, US