Job Description

Job Title: Senior Customer Service Associate

Summary:
We are seeking a Senior Customer Service Associate with at least 2 years of experience in the Customer Service department to join our team. The ideal candidate will have a strong customer service background and possess excellent communication and problem-solving skills.

Roles and Responsibilities:
1. Handle escalated customer inquiries and complaints in a professional and timely manner.
2. Provide guidance and support to junior customer service associates.
3. Assist in monitoring and improving customer service processes and procedures.
4. Develop and maintain strong relationships with customers to ensure satisfaction and retention.
5. Collaborate with other departments to resolve complex customer issues.
6. Identify trends and patterns in customer inquiries to improve overall customer service experience.
7. Maintain accurate and up-to-date customer records in the CRM system.
8. Conduct customer satisfaction surveys and provide feedback to management.

Qualifications:
1. High school diploma or equivalent; Bachelor's degree preferred.
2. Minimum of 2 years of experience in a customer service role.
3. Excellent communication skills, both verbal and written.
4. Ability to handle stressful situations with professionalism and composure.
5. Strong problem-solving and decision-making abilities.
6. Proficiency in CRM software and MS Office.
7. Team player with a positive attitude.
8. Ability to work flexible hours, including weekends and holidays.