Customer Service Senior Representative

CSS; Glenview (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

CSS, a leader in customer service, seeks a Senior Representative to respond to inquiries by phone, email, or walk-ins and deliver tailored resolutions. You will analyze needs and coordinate with technical teams to ensure satisfaction and timely follow-up.

Key responsibilities include building customer relationships, addressing questions and escalated issues, mentoring teammates, processing payments, and supporting OEM activities. Strong communication and time-management skills are essential.

Qualifications

• High School Diploma or Equivalent required; Associate degree preferred.
• 5+ years of relevant experience.
• Strong time management and prioritization skills.
• Solid interpersonal and written/verbal communication abilities.
• Ability to work under pressure and maintain attention to detail.
• Proficient with MS Word, Excel, and e-mail.

Responsibilities

• Build and maintain business relationships with customers to promote loyalty.
• Assist customers by answering questions and handling account inquiries and escalated complaints.
• Mentor and train team members on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, liaising with other departments as needed.
• Provide back-up support to the sales counter for walk-ins and telephone inquiries.
• Support OEM activities as needed.

Skills

Time management

Interpersonal skills

Verbal & written communication

Ability to work under pressure

Attention to detail

Customer service orientation

Computer literacy

Education

High School Diploma or Equivalent

Associates’ Degree / College Diploma (US/Canada)

Tools

MS Word

Excel

E-mail

Job description

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail, or walk-ins to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical.

Responsibilities:

• Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.
• Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.
• Mentor and give direction to team members and provide training on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Back-up support to sales counter with walk in and telephone inquiries.
• Will support OEM

Qualifications:

• High School Degree or Equivalentrequired; Associates’ Degree(U.S.)/College Diploma (Canada)preferred
• 5+ years of relevant experience
• Strong time management skills required, including ability to prioritize customer issues and resolve with positive outcomes
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Strong attention to detail
• Able to handle customers sensitively, tactfully, diplomatically, and professionally at all times
• Proficient computer skills including familiarity with MS Word, Excel, and e-mail

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