Senior Customer Service Representative

WESCO Distribution; Nashville (TN); On-site; USD 42,000 - 65,000; Full time

Job summary

WESCO Distribution in Nashville, TN seeks a Senior Representative - Customer Service to respond to inquiries by phone, email, or walk-ins and deliver problem resolution across complex requests. You will analyze service needs and coordinate with other departments to ensure timely, accurate information and maintain customer satisfaction.

You will build relationships, handle escalations, mentor teammates, and support the sales counter as needed.

Qualifications

• High School Degree or Equivalent required; Associates’ Degree 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.

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.

Skills

Time management

Interpersonal skills

Communication

Attention to detail

Customer service mindset

Pressure handling

Education

High School Diploma or GED

Associate's Degree

Tools

MS Word

Excel

Email

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.

Qualifications

• High School Degree or Equivalent required; 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