Senior Customer Service Specialist - Escalations Solutions

aa224; Kissimmee (FL); On-site; USD 37,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

FSA/HSA

Company-paid life insurance

Vacation and sick leave

401(k) profit sharing

Pet insurance

Parental leave

Employee assistance programs

Discount programs

Tuition reimbursement

Job summary

McLane in Kissimmee, FL is seeking a Sr. Customer Service Representative to deliver accurate, timely information and effective issue resolution. You will handle complex customer situations, monitor reporting, and escalate when needed.

Ideal candidates have a High School Diploma or GED, 4+ years of McLane customer service experience, strong written and verbal communication, proficiency with Microsoft Office and Excel, and the ability to work independently while supporting teammates.

Qualifications

• High School Diploma or GED.
• 4+ years of McLane customer service experience.
• Ability to type 45 wpm and perform 10-key by touch.
• Excellent verbal and written communication skills, and organization and planning skills.
• Experience with Microsoft Office applications and proficient using Excel.
• Ability to prioritize pending tasks in a logical manner.
• Ability to learn quickly, retain information, communicate effectively, and meet deadlines.
• Ability to make autonomous decisions that will benefit both the company and the customer.
• Extensive internal system knowledge, as well as an understanding of overall business structure and customer base.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely.

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 ensure customer needs are met.
• 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.

Skills

Typing 45 wpm

10-key by touch

Verbal communication

Written communication

Organization

Planning

Autonomy

Customer service experience

Education

High School Diploma or GED

Tools

Microsoft Office

Excel

Job description

McLane in Kissimmee, FL is seeking a Sr. Customer Service Representative to deliver accurate, timely information and effective issue resolution. You will handle complex customer situations, monitor reporting, and escalate when needed.

Ideal candidates have a High School Diploma or GED, 4+ years of McLane customer service experience, strong written and verbal communication, proficiency with Microsoft Office and Excel, and the ability to work independently while supporting teammates.