Sr. Customer Service Rep

Role Purpose

The Senior CSR is the initial point of contact for any job task or process clarification required within a defined area of Customer Service. Their work week is a balanced combination of responsibilities including conducting training, auditing procedures, ensuring effective workflow, answering questions, and performing core functions within their area. The Senior is a process expert within the department, providing critical input to ensure all daily goals are achieved.

As a Customer Experience Role Model

• Effectively train staff to the processes, service and core requirements of the job.
• Coach staff to support them in achieving the service expectations for their role.
• Process auditing of staff to ensure compliance with work processes are being adhered to.
• Identify and resolve department process exceptions.
• Monitor workloads within their designated area, ensuring there’s effective flow for quick, ...