Customer Service Representative II 30J25

The Customer Service Representative II at 30J25 is a pivotal role focused on delivering high-quality service to our customers while supporting various operational functions within the company. This role involves interacting with customers to resolve their inquiries, providing support, and ensuring an excellent customer experience. As a representative, you will handle complex customer issues and act as a liaison between the customer and the company to assure satisfaction and retention. The position requires a problem-solving mindset, excellent communication skills, and the ability to work within a team as well as independently. A Customer Service Representative II acts as a mentor and guide to other service representatives, promoting best practices and contributing to the improvement of service processes. This role is ideal for those who are experienced in customer service roles and eager to take on additional responsibilities and challenges.

Responsibilities

• Respond promptly and professionally to incoming customer inquiries via phone, email, and chat.
• Resolve complex issues by identifying customer needs and pinpointing the cause of issues.
• Maintain detailed and accurate records of customer interactions and transactions.
• Escalate unresolved customer issues and coordinate with the appropriate departments for resolution.
• Guide and mentor junior customer service representatives to enhance team performance.
• Collaborate with team members to improve service delivery and maintain high customer satisfaction.
• Participate in training sessions to stay up-to-date with company policies and procedures.
• Analyze customer feedback and provide insights to improve service processes and product offerings.
• Communicate effectively with customers to identify their needs and recommend appropriate solutions.
• Ensure compliance with company policies and regulatory requirements in every interaction.
• Utilize CRM software to manage customer data, update information, and track service requests.
• Assist in developing customer service scripts and materials to standardize interactions.

Requirements

• A minimum of 2 years of experience in a customer service role.
• Exceptional verbal and written communication skills with attention to detail.
• Proven ability to handle high-stress situations and resolve customer issues promptly.
• Experience with CRM software and proficient in Microsoft Office Suite.
• Ability to work independently and collaboratively within a team environment.
• A problem-solving mindset with the ability to think critically and make decisions.
• High school diploma or equivalent; additional education is advantageous.