Senior Customer Service Representative
Summary:
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.
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.
Qualifications:
● 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