Senior customer service rep

We are seeking an experienced and customer-focused Senior Customer Service Representative to join our remote team. In this role, you will provide exceptional support to customers, resolve complex inquiries, mentor team members, and contribute to improving customer service processes. The ideal candidate has excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer experiences.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Resolve complex customer issues while maintaining a high level of customer satisfaction.
• Investigate and escalate customer concerns when necessary.
• Mentor and support junior customer service representatives.
• Maintain accurate records of customer interactions in CRM systems.
• Identify trends in customer feedback and recommend process improvements.
• Meet or exceed customer satisfaction, response time, and quality performance metrics.
• Collaborate with cross-functional teams to resolve customer concerns efficiently.
• Stay up to date on company products, services, and policies.

Qualifications

• 3–5+ years of customer service experience, preferably in a senior or leadership role.
• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Strong verbal and written communication skills.
• Experience using CRM software such as Salesforce, Zendesk, or HubSpot.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work independently in a remote environment.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office and Google Workspace.

Preferred Skills

• Leadership or mentoring experience.
• Experience in a remote customer support environment.
• Ability to manage multiple priorities in a fast-paced setting.
• Strong attention to detail and customer-first mindset.

Benefits

• Competitive salary
• Remote work flexibility
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement savings plan
• Professional development opportunities
• Employee wellness programs