We are seeking an experienced and motivated Senior Customer Service Representative with 5+ years of customer support experience to deliver exceptional service, mentor junior team members, and help improve service processes. The ideal candidate will demonstrate strong problem-solving skills, leadership ability, and a commitment to customer satisfaction.
This role is fully onsite in Owings Mills MD
Salary: $50,000-55,000/year
Responsibilities
- Serve as a primary point of contact for complex customer inquiries, escalations, and complaints.
- Provide timely, accurate, and professional responses through phone, email, chat, and ticketing systems.
- Resolve advanced issues by investigating root causes and coordinating with internal departments.
- Monitor service quality and ensure adherence to company standards and policies.
- Document customer interactions and maintain accurate records in CRM systems.
- Support management with reporting, quality assurance, and performance tracking.
- Represent the company professionally and promote a positive customer experience.
$50,000 - $55,000 a year