Customer Service Representative II 20N25

The Customer Service Representative II 20N25 plays a pivotal role in ensuring customer satisfaction by delivering comprehensive service and support in accordance with company policies and procedures. This mid-level position serves as an escalation point for more complex queries and issues that Customer Service Representative I might be unable to resolve. The representative will handle a variety of inquiries, including billing queries, service requests, and complaints, striving to provide resolutions in a professional and timely manner. An adept problem solver, the representative will utilize customer feedback to ensure continuous improvement in service delivery. The role demands strong communication, interpersonal skills, and the ability to work efficiently both independently and as part of a team.

Responsibilities

• Address and resolve customer inquiries quickly and accurately using available resources.
• Provide a high level of service to enhance customer satisfaction and retention.
• Act as a primary point of contact for complex issues from customers.
• Escalate customer issues to the appropriate department when necessary for resolution.
• Document and maintain comprehensive records of all customer interactions and steps taken.
• Analyze and identify customer needs to provide tailored advice and solutions.
• Educate customers on company products and services to enhance service levels.
• Collaborate with team members to ensure efficient and consistent service delivery.
• Monitor and report recurring issues to help improve customer experience.
• Participate in ongoing training to stay updated on new company policies and product offerings.
• Provide feedback to management regarding customer issues and process improvement opportunities.
• Assist in developing and implementing new service processes and procedures.

Requirements

• Previous experience in a similar customer service role deemed essential.
• Strong verbal and written communication skills are required.
• Ability to handle challenging situations with professionalism and empathy.
• Proficient in using CRM software and Microsoft Office Suite.
• High school diploma or equivalent; a college degree is a plus.
• Strong problem-solving skills and the ability to multitask effectively.
• Willingness to work flexible hours, including weekends and holidays if needed.