Senior Customer Service & Solutions Lead

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

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.