Senior Customer Service Representative

Dunhill Professional Search & Government Solutions; Tampa (FL); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading staffing agency in the United States is looking for a Senior Customer Service representative responsible for leading a team of Customer Service Agents. This role involves coaching staff, meeting service level agreements, and assisting Operations Supervisors with various tasks. Candidates should have a high school diploma and at least 2 years of call center experience. This position offers an opportunity to develop leadership skills while ensuring customer satisfaction.

Qualifications

• Minimum 2 years call center customer service experience.
• Minimum 1 year of customer service and team interaction experience or leadership experience.

Responsibilities

• Provide leadership and coaching to a team of Customer Service Agents.
• Monitor calls and provide feedback to customer service representatives.
• Assist Operations Supervisors with reporting and logging tasks.
• Act as a Point of Contact for operations when required.

Skills

Leadership

Coaching

Customer Service

Call Center Experience

Education

High School Diploma or GED

Job description

The Senior Customer Service representative is responsible for providing leadership and coaching a team of Customer Service Agents, with the goal of meeting program objectives and customer service level agreements.

Key Responsibilities

• Work closely with Supervisors, Site Operations Coordinator, and support staff.
• Perform regular monitoring of calls and provide coaching and feedback to customer service representative staff.
• Perform tasks to assure service level requirements are met.
• Responsible for assisting Operations Supervisors with daily tasks, such as creation of reporting, completion of logs, and monitoring of call volumes.
• Responsible for providing support to customer service representatives (CSRs) on weekends, when required.
• Act as a Point of Contact for operations when required.

Required Qualifications

• High School Diploma or GED.
• Minimum 2 years call center customer service experience.
• Minimum 1 years of customer service and team interaction experience or leadership experience.