Customer Service Representative managing inquiries related to digital solutions at ALEX & GROSS. Collaborating with teams to enhance customer satisfaction with SAP, IBM, and Telekom.
About the role
- Customer Service Trainer and Technical Lead at Aquarion Water Company. Focused on technology excellence, training, and process improvements within Customer Service operations.
Responsibilities
- Manage and respond to Customer Service Representative (CSR) email escalations – connecting with the customer and identifying coaching/review opportunities with team members.
- Regularly monitor/ shadow with CSRs – addressing opportunities to coach and celebrate.
- Apply subject matter expertise to evaluate business operations and processes, identifying opportunities for improvement and recommending enhanced procedures and controls.
- Develop, update, and maintain training materials and the Customer Service knowledge base as the primary resource for team information.
- Serve as the primary point of contact in Customer Service for advanced CRM and SAP technical inquiries.
- Participate in technical meetings as subject matter expert of call center and as well as be primary “tester” of technology for the Customer Service department.
- Collaborate with cross-functional teams to design and implement technical solutions that enhance business performance.
- Provide consultation and specialized expertise across business operations to support process improvements.
- Identify and recommend automation solutions for returned mail processes.
- Manage the closure of attorney, tenant, and other service-related forms, and address process breakdowns within the start/stop service workflow.
- Support outage communications and alerts in coordination with the Customer Advocate and Team lead.
- Deliver “train-the-trainer” sessions in CRM for Customer Service and other departments.
- Create engaging and creative Pop-up training opportunities.
- In collaboration with the Team Lead/Trainer develop and deliver training to new hires to customer service.
- Serve as the primary point of contact for troubleshooting issues related to the payment system and IVR, ensuring timely identification, resolution, and communication of system problems.
- Provide support on the phones during peak call volume times/ and as needed.
- Serves as backup to CS Team Lead Trainer as needed.
Requirements
- In-depth understanding of Contact Center operations, CRM, and SAP systems.
- Recognized subject matter expert in Customer Service processes.
- Strong proficiency in PC operations and Microsoft Office applications.
- Solid understanding of the relationship between Customer Service, Collections, and Billing functions.
- Demonstrated experience in documenting Customer Service processes and procedures.
- Excellent verbal and written communication skills.
- Advanced understanding of business operations and cross-functional processes.
- Proven experience in designing, developing, and delivering effective training programs, both in-person and virtual.
- Problem Solving: Possesses exceptional problem-solving skills, applying expert-level Customer Service knowledge to identify issues, develop solutions, and assess their effectiveness.
- High school diploma required. Bachelor’s degree preferred, but not required.
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
German Speaking Customer Service Representative assisting customers at Teleperformance in Yerevan. Handling inquiries and maintaining customer data with a focus on service excellence.
German Speaking Customer Service Representative handling customer inquiries in Yerevan. Engaging with customers through various channels and maintaining customer data for a global company.
Customer Service Coordinator for PestCo managing calls and inquiries while maintaining customer records. Providing education and training on company products and services.
Customer Service Representative assisting veterinary clinics with aftercare services. Building relationships with clinic staff and families while ensuring compassionate care for pets and their owners.
Customer Support Specialist for Coda managing inquiries via multiple digital platforms. Collaborating with teams to deliver efficient solutions while contributing to client success.
Customer Service Representative providing exceptional service at H&S Energy gas station. Handling cashiering, store presentation, and maintaining customer satisfaction as a front - line staff member.
Customer Service Representative supporting daily store operations for H&S Energy. Responsible for cashiering, maintaining store presentation, and fostering a positive customer environment.
Customer Service Representative responsible for assisting clients with their health insurance inquiries via telephone. Ensuring excellence in service and compliance with regulations while documenting all interactions.
Customer Support Specialist at Uline providing exceptional customer service through order processing and inquiries. Collaborating with clients via phone, email, and chat to ensure satisfaction.