Customer Service Rep II

Position Summary

As a Customer Service Representative II, you will play a pivotal role in delivering exceptional customer experiences by providing advanced support, resolving complex issues, and serving as a point of escalation for CSR I representatives. Your responsibilities extend beyond basic customer interactions to encompass problem-solving, process improvement, and ensuring customer satisfaction through effective communication and engagement.

Responsibilities
Essential Duties and Responsibilities

Advanced Customer Support
Handling all responsibilities of a Customer Service Representative I
Handle excalated customer inquiries and complaints with a high level of professionalism and empathy.
Provide advanced product or service information and troubleshooting assistance.
Be an 100% customer facing employee, often serving as a main point of contact
Handle multiple customer accounts
Complex Issue Resolution
Analyze and resolve complex customer issues, collaborating with cross-functional teams when necessary
Take ownership of customer problems and coordinate efforts for prompt resolution
Quality Assurance
Monitor and evluate customer interactions to ensure adherenece to company policies and service standards
Provide constructive feedback to team members for continuous improvement
Reporting and Analysis
Generate and analylze reports to track customer service metrics and performance
Utilize data to identify trends, areas for improvement, and opportunities for training
Mentoring and Training
Assist in training and development of CSR I
Serve as a resource for team members, providing guidance and support
Able to give direction to warehouse operations team members

Qualifications
High school diploma or GED; additional education or certifications in customer service are beneficial
2 – 3 years’ experience in warehouse, customer service, logistics, terminal operations, or related field or equivalent combincation of education and experience required
Experienced user with Microsoft Office, Excel, and Outlook

Essential Job Functions

Maintain regular and punctual attendance.
Work cooperatively with others.
Interact with employees and customers in an appropriate manner.
Use a computer for tasks such as communicating via email and preparing reports and work schedule.
Review and analyze data and information.
Plan, prioritize and monitor activities.
Complete assigned tasks/projects in a timely manner.
Comply with all Company policies and procedures