Sr. Customer Service Rep

Job Description

Role Purpose

The Senior CSR is the initial point of contact for any job task or process clarification required within a defined area of Customer Service. Their work week is a balanced combination of responsibilities including conducting training, auditing procedures, ensuring effective workflow, answering questions, and performing core functions within their area. The Senior is a process expert within the department, providing critical input to ensure all daily goals are achieved.

As a Customer Experience Role Model

• Effectively train staff to the processes, service and core requirements of the job.
• Coach staff to support them in achieving the service expectations for their role.
• Process auditing of staff to ensure compliance with work processes are being adhered to.
• Identify and resolve department process exceptions.
• Monitor workloads within their designated area, ensuring there’s effective flow for quick, accurate and timely transactions. Resolve issues and report concerns to the appropriate person (manager or other departments), as well as identifying improvement opportunities and other necessary tasks to maintain workflow.
• Expertly perform the core Customer Service tasks within the department, to support the achieving of the departments purpose, productivity, quality and service goals. Around half of a shift would be dedicated to performing these core tasks within the department.
• Champion a service excellence belief, striving to make work easy for our customers, both internally and externally.
• Ensuring orders are captured in line with our promise and to the highest quality standards.
• Resolving customer issues: both in the moment and working cross‑functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments – regarding product issues, shipping problems, payment issues, and more.

As a Digital Advocate

• Become experts in navigating our websites, understanding and promoting our value add services.
• Provide help and support to customers in their online journeys: providing assistance in finding products, understanding functionality and educating on the benefits of our digital services.

Acting Commercially

• Provide quote information to customers based on system data (not independent judgment).
• Pre‑qualify customers and identify leads for further growth potential.
• Provide backup support for customer calls from Sales offices.

Additional Responsibilities

• Answer incoming customer inquiries via chat and email, including entering orders and quotes with accuracy, submitting requests, credits, routing emails as appropriate.
• Proactively create outbound emails to customers as needed to serve/solve issues.
• Provide online support and assistance for customers.
• Build a good understanding of our product and service offerings.
• Commit to quality and the use and interpretation of data/reports as required in the role.

Key Relationships

Work regularly requires interaction with other departments, frequently sales, and managers outside the work unit to resolve mutual problems and to collaborate on work while ensuring internal satisfaction and service is maintained.

Candidate Requirements

Essential

• High school diploma or general education degree (GED) and one to two years related experience and/or training, or equivalent combination of education and experience.
• Role is bilingual English/Spanish in both verbal and written communication.
• Excellent Customer Service skills – able to demonstrate an inbuilt passion for helping customers.
• Experience of working cross‑functionally and collaborating effectively with colleagues to get things done.
• Strong written and verbal communication skills.
• High attention to detail.
• Highly organized and able to multi‑task and prioritize own workloads.

Desirable

• Preferred college education or equivalent combination of education and experience.
• AS9120, product knowledge.

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