Customer Service Representative II 29N25

The Customer Service Representative II is a pivotal role in delivering exceptional customer experiences. This position involves engaging with customers through various communication channels, including phone, email, and live chats. Our ideal candidate will possess outstanding communication skills, a patient and empathetic demeanor, and the ability to troubleshoot customer issues efficiently. As a Customer Service Representative II, you will be expected to handle complex customer inquiries, provide timely and accurate information, and ensure customer satisfaction. With a strong focus on customer retention, this role is essential in maintaining the company's reputation for excellent customer service. You will also have the opportunity to contribute to process improvements by providing valuable feedback and insights from your customer interactions.

Responsibilities

• Respond to customer inquiries promptly via phone, email, and live chat.
• Provide accurate information and solutions to customer issues efficiently.
• Escalate complex problems to appropriate departments when necessary.
• Maintain a comprehensive understanding of company products and services.
• Record and maintain detailed records of customer interactions in the CRM system.
• Ensure compliance with company policies and procedures at all times.
• Assist in training and mentoring new customer service representatives.
• Identify opportunities for improving customer service practices and procedures.
• Manage and resolve customer complaints with professionalism and empathy.
• Prepare reports and analyze data to improve customer service processes.
• Collaborate with team members to achieve department objectives and goals.
• Participate in team meetings and contribute to developing customer service strategies.

Requirements

• High school diploma or equivalent; a bachelor's degree is preferred.
• At least 2 years of experience in a customer service role required.
• Excellent verbal and written communication skills are mandatory.
• Strong problem-solving abilities and attention to detail are essential.
• Proven ability to handle stressful situations with a calm attitude.
• Proficiency in using customer relationship management (CRM) software.
• Flexibility to work in shifts, including evenings and weekends if necessary.