Customer Service Representative

Job Summary:

We are seeking a highly skilled Customer Service Representative to lead and elevate our customer support operations. This role is responsible for managing service teams, improving customer satisfaction, developing performance standards, and ensuring a consistent, high-quality customer experience across all touchpoints. The ideal candidate is a strategic leader with strong people management, process improvement, and conflict resolution skills.

Key Responsibilities:

Lead, coach, and develop a customer service team to achieve performance and service goalsOversee daily customer support operations across phone, email, chat, and other service channelsMonitor customer interactions to ensure quality, professionalism, and timely issue resolutionAnalyze service metrics, customer feedback, and team performance to identify trends and improvement opportunitiesEstablish and enforce customer service policies, procedures, and best practicesHandle escalated customer concerns and resolve complex service issues effectivelyPartner with cross-functional teams to improve the customer journey and address recurring problemsDevelop staffing plans, schedules, and workflows to maintain service levelsTrain team members on systems, products, communication standards, and service expectationsPrepare reports and present insights on customer satisfaction, service efficiency, and operational performanceSupport continuous improvement initiatives to enhance processes, retention, and service quality

Success Measures:

Improved customer satisfaction and retentionReduced response and resolution timesIncreased team productivity and service qualityStrong employee engagement and retention within the service teamEffective handling of escalated issues and process improvements