Senior CSR Specialist: Complex Issues & Escalations

McLane Company, Inc.; Kissimmee (FL); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

FSA/HSA

Company-paid life insurance

Vacation and sick leave from day one

401(k) Profit Sharing

Pet insurance

Parental leave

Employee assistance programs

Tuition reimbursement

Job summary

McLane Company, Inc. in Kissimmee, FL seeks a Sr. Customer Service Representative.

You will deliver accurate, timely information, resolve complex customer issues, and support relationships with internal and external customers. Responsibilities include monitoring customer reports, handling escalations, training teammates, and maintaining files. The position offers a Monday-Friday daytime schedule with comprehensive benefits, including medical/dental/vision, FSA/HSA, life insurance, vacation,

Qualifications

• High School Diploma or GED required.
• 4+ years McLane customer service experience.
• Type at least 45 wpm and perform 10-key by touch.
• Excellent verbal and written communication skills, and strong organization and planning abilities.
• Experience with Microsoft Office applications and proficient Excel skills.
• Ability to prioritize pending tasks and meet deadlines.
• Ability to learn quickly and make autonomous decisions benefiting the company and customer.
• Extensive internal system knowledge and understanding of business structure.

Responsibilities

• Monitor customer reporting; communicate critical issues and handle wider scope of customers and complex customer situations.
• Manage customer requests for assistance, information, and issue resolution. Handle escalated calls from other teammates.
• Provide accurate and consistent responses to customer concerns and questions; take immediate action to meet customer needs.
• Maintain regular communication with customers and customer service teammates.
• Train teammates on customer service tools and applications.
• Assist manager with written procedures and training of new CSRs.
• Maintain customer files.
• Perform other duties as needed or assigned by supervisor.
• Other duties may be assigned.

Job description

McLane Company, Inc. in Kissimmee, FL seeks a Sr. Customer Service Representative.

You will deliver accurate, timely information, resolve complex customer issues, and support relationships with internal and external customers. Responsibilities include monitoring customer reports, handling escalations, training teammates, and maintaining files. The position offers a Monday-Friday daytime schedule with comprehensive benefits, including medical/dental/vision, FSA/HSA, life insurance, vacation,