Senior Customer Service Specialist

WhatJobs is seeking a seasoned Senior Customer Service Specialist to join our team in Jacksonville, Florida. This role is for an experienced customer service professional who can handle complex inquiries, resolve challenging issues, and provide mentorship to junior team members. You will be a key contributor to maintaining high standards of customer satisfaction.

Key Responsibilities:

• Handle complex and escalated customer inquiries and issues across various channels (phone, email, chat).
• Provide expert assistance and solutions to customers, going beyond standard procedures when necessary.
• Troubleshoot and resolve challenging customer complaints and concerns effectively.
• Act as a point of escalation for junior customer service representatives.
• Mentor and coach junior team members, sharing knowledge and best practices.
• Assist in the development of customer service procedures and training materials.
• Identify recurring issues and recommend solutions to improve processes and products.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Analyze customer feedback to identify trends and areas for improvement.
• Collaborate with other departments (e.g., Sales, Operations) to resolve customer issues.
• Contribute to achieving team and departmental performance goals.
• Stay up-to-date with product information, policies, and industry best practices.
• Handle administrative tasks related to customer service operations.
• Participate in quality assurance reviews.
• Lead by example in providing exceptional customer service.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 3-5 years of experience in a customer service or helpdesk role, with experience handling complex issues.
• Proven ability to resolve difficult customer situations.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to multitask, prioritize, and manage time effectively.
• Experience with CRM systems is required.
• Ability to mentor or coach junior staff is a plus.
• Strong understanding of customer service principles and best practices.
• Ability to work independently and take initiative.
• Positive attitude and strong interpersonal skills.
• Ability to remain calm and professional under pressure.
• Experience with data analysis related to customer service metrics is beneficial.
• Proficiency in Microsoft Office Suite.
• Attention to detail and accuracy.
• Ability to adapt to changing processes and procedures.

WhatJobs offers a challenging and rewarding role for experienced customer service professionals in Jacksonville. Join our team and help us elevate our customer support!