Senior Customer Service Representative

The Senior Customer Service Representative does the same duties as the customer service representative with the additional responsibilities of advanced problem solving, mentoring/training, escalation point for difficult situations, knowledge base development, metrics & reporting, customer engagement, cross functional collaboration, continuous improvement, quality assurance and time management. This position requires an experienced individual with a positive attitude and team mindset. The Senior Customer Service Representatives primary objective is to ensure excellent customer satisfaction by addressing inquiries, resolving issues and providing support to internal and external customers.

Job Duties & Expectations (include but not limited to):
● Duties of a customer service representative with additional responsibilities including but not limited to:
  • Advanced Problem-Solving: Senior representatives are expected to handle complex customer issues that may require in-depth problem-solving skills. They should be able to analyze situations, identify root causes, and propose effective solutions.
  • Mentoring and Training: Senior representatives often assist in training and mentoring new or junior team members. They share their expertise, provide guidance, and help onboard new hires.
  • Escalation Point: When standard protocols are insufficient, senior representatives may serve as an escalation point for difficult or unresolved customer issues. They collaborate with other departments or management to ensure timely and satisfactory resolutions.
  • Knowledge Base Development: Seniors may contribute to the development and maintenance of a comprehensive knowledge base that contains information about products, services, and common customer inquiries. This resource helps both customers and colleagues find accurate and relevant information.
  • Metrics and Reporting: Senior representatives might be responsible for tracking and reporting on key performance indicators (KPIs) related to customer satisfaction, response times, issue resolution rates, and more.
  • Customer Engagement: Seniors maintain a positive and empathetic attitude while engaging with customers. They actively listen to concerns, demonstrate understanding, and maintain professionalism even in challenging situations.
  • Cross-Functional Collaboration: Collaboration with other departments such as operations, accounting and management is essential. Senior representatives may share customer feedback, insights, and suggestions to improve processes and services.
  • Continuous Improvement: Seniors contribute to process improvement initiatives by suggesting ways to enhance customer service procedures, streamline workflows, and optimize customer interactions.
  • Quality Assurance: They may participate in quality assurance efforts to ensure that customer interactions adhere to established service standards and guidelines.
  • Time Management: Senior representatives are skilled at managing their time effectively to handle multiple tasks, prioritize customer needs, and meet performance targets.
  • Additional Duties: Any additional duties that may be assigned.

Organizational Expectations:
● Teamwork - By this we mean we are Water Warriors working on a common solution.
● Integrity - By this we mean being accountable, genuine and ethical while working towards our vision.
● Innovation- By this we mean discovering and introducing new ideas to inspire growth.
● Respect - By this we mean a safe environment that encourages open minds and open hearts to promote healthy organization culture.
● Growth - By this we mean developing our Cooperative’s ability to satisfy needs.
● Safety - By this we mean we are uncompromising in our commitment to the health and safety of our employees, subcontractors, members and community.
● Professionalism - By this we mean we readily manage conflicts directly and with compassion.
● Accountability - By this we mean we are accountable for our actions and always make it right.
● Clarity - By this we mean we are always fair, consistent and transparent in all of our work.
● Fun/Celebrate - By this we mean we participate in creative open discussion and celebrate our successes.

● High school diploma/GED required; college degree preferred
● 5+ years customer service experience
● Positive Attitude and Patient Demeanor
● Proficient knowledge of customer service, standard office practices and procedures
● Proficient knowledge of the company’s products, services and offerings
● Proficient computer skills including: Microsoft Office, SharePoint, Google Drive & Slack
● Proficient standard office equipment skills
● Software Implementation and Training Skills preferred
● Outstanding communication skills, both written and verbal
● Excellent Soft Skills
● Strong people skills
● Strong Problem-Solving and Conflict Resolution Skills
● Ability to collaborate with cross-functional teams, share feedback and contribute to process improvements.
● Excellent phone etiquette
● Excellent Time Management skills
● Outstanding organizational skills
● Attention to detail
● Ability to adapt to changing customer needs, company policies and industry trends
● Analytic skills to analyze feedback, data and trends to identify areas of improvement