Senior Customer Service Associate
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Job Description
Senior Customer Service Associate resolving high-profile executive customer complaints for Carrier. Collaborating with management and providing superior follow-up for issue resolution in a fast-paced environment.
Responsibilities:
- Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints
- Collaborate with management, distribution, and our legal department to resolve high profile customer complaints
- Provide superior follow up with end users and the management team
- Provide working solutions to end users including financial assistance
- Work to resolve time sensitive cases escalated by the Better Business Bureau
- Mentor and proactively suggest training opportunities for our Tier 1 and Tier 2 agents
- Utilize your experience to suggest process improvements for our customers
- Work with sensitive and confidential information
- Monitor and manage open case load independently
Requirements:
- High School Diploma or GED
- Minimum of 5 years of customer service experience in a call center or other high-volume environment
- Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
- Proficient in MS Office
- Experience with SAP is a plus
- Strong analytical skills, paying close attention to accuracy and attention to detail
- Strong sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
- Creative problem-solving skills
- Self-starter and well organized, able to multi-task
- Ability to prioritize workload and provide a quick turnaround for urgent cases.
- Adaptability and flexibility to seasonality and changing business demands is critical.
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
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
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