Senior Customer Service Representative

Firstsource; Palm Bay (FL); On-site; USD 22,000 - 23,000; Full time

Job summary

Firstsource in Palm Bay, FL is seeking a Senior Customer Service Representative to handle inbound calls in-office. The role requires prior call center experience and strong communication skills.

You will resolve questions, direct customers to the right departments, and maintain customer satisfaction as a top priority. The position pays $16/hour, with bilingual opportunities at $17/hour.

An HS diploma is required and the ability to multitask while using a computer and phone is essential.

Qualifications

• Minimum one year of Call Center experience.
• High school diploma or GED required.
• Able to read notes within the computer system to answer questions.
• Able to talk on the phone and navigate a computer at the same time.
• Able to multitask and refer issues to the appropriate department when needed.

Responsibilities

• Identify customer questions, complaints, concerns, and overall needs.
• Provide sufficient answers and solutions to all customer queries.
• Handle customer complaints respectfully and professionally.
• Redirect customers to appropriate departments and teams when appropriate.
• Follow up with callers on complaint/question status and ensure resolution.
• Collaborate with call center team members and other departments to ensure satisfaction.
• Follow all communication procedures, policies, and guidelines during every interaction.
• Prioritize customer satisfaction in all duties.

Skills

Call Center

Customer Service

Telephone Communication

Multitasking

Computer Navigation

Education

High School Diploma (GED)

Job description

Senior Customer Service Representative - In-Office located at 2330 Commerce Park Dr NE, Palm Bay, FL 32905

Requirement: You must have previous experience working in a call center to be considered

Pay Rate:$16/hr. / Bilingual $17.00/hr

Duties and responsibilities:

• Identify customer questions, complaints, concerns, and overall needs.
• Provide sufficient answers and solutions to all customer queries.
• Handle customer complaints respectfully and professionally.
• Redirect customers to appropriate departments and teams when appropriate.
• Follow up with callers on complaint/question status, ensure resolution.
• Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
• Follow all communication procedures, policies, and guidelines during every customer interaction.
• Perform duties and responsibilities with our customers' satisfaction as your number one priority.

Education:

• High school diploma or equivalent (GED) required.

Experience & Abilities:

• Minimum one year of Call Center experience required.
• Helpful, friendly customer service experience is required.
• Able to talk on the phone and navigate a computer at the same time.
• Able to read notes within the computer system to answer questions.
• Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
• Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).