Senior Customer Service Representative

Job Summary

Working remotely in a full-time capacity, the Senior Customer Service Representative will manage high volumes of inbound client inquiries, provide information, process customer profile changes, and ensure first-call resolution while documenting interactions in the appropriate systems.

Key responsibilities

• Research and resolve complex customer inquiries and escalations, leveraging a strong understanding of business rules and products
• Determine root causes of client issues and coordinate with internal departments for resolution
• Serve as a mentor for new hires and participate in departmental projects

Required qualifications

• High School Diploma or GED
• 4 - 6 years of related experience in customer service
• Ability to handle complex inquiries and provide effective solutions
• Experience in mentoring or training new staff
• Familiarity with customer relationship management systems