Senior Customer Service Associate

📋 Description

• Serve as a point of contact for the executive offices to address escalated or highly visible consumer issues.

• Collaborate with management, distribution, and our legal team to tackle high-profile customer concerns.

• Ensure exceptional follow-up with end users and the management team.

• Provide effective solutions to end users, including financial support.

• Address time-sensitive cases escalated by the Better Business Bureau.

• Mentor and proactively recommend training opportunities for our Tier 1 and Tier 2 representatives.

• Leverage your experience to propose process enhancements for our customers.

• Handle sensitive and confidential information responsibly.

• Independently monitor and manage an open case load.

⛳️ Requirements

• High School Diploma or GED is required.

• A minimum of 5 years of customer service experience in a call center or other high-volume setting.

• Familiarity with call center tools such as CRM (Customer Relationship Management software) and phone systems (Salesforce experience is preferred).

• Proficient in MS Office suite.

• Experience with SAP is considered a plus.

• Strong analytical abilities with a keen eye for accuracy and detail.

• A strong sense of urgency, excellent organizational skills, and the capability to manage multiple tasks simultaneously.

• Creative problem-solving abilities.

• Self-motivated and well-organized, capable of multitasking effectively.

• Ability to prioritize workload and deliver quick responses for urgent cases.

• Adaptability and flexibility to seasonal changes and evolving business demands are essential.

🏝️ Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives.

• Retirement Benefits.

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation.

• Disability: Short-term and long-term disability coverage.

• Life Insurance and Accidental Death and Dismemberment insurance.

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account.

• Tuition Assistance.