Customer Service Representative

Location:
Hybrid in Baltimore, MD (Tuesday to Thursday Onsite), Mondays and Fridays remote

• This position is hybrid. (Tuesday to Thursday onsite)
• The office is located in Baltimore, MD.

A Senior Customer Service Representative is responsible for providing advanced customer service and support to customers of a company.

• Handling complex or escalated customer inquiries, issues, and requests via phone, email, or chat.
• Providing in-depth information about products or services, including detailed explanations of features, pricing, and specifications.
• Processing complex orders, returns, and exchanges accurately and efficiently.
• Resolving escalated customer complaints or issues in a timely and effective manner.
• Acting as a point of contact for other customer service representatives for guidance and support.
• Mentoring and training junior customer service representatives.
• Maintaining accurate and detailed records of customer interactions and transactions.
• Analyzing customer feedback and trends to identify areas for improvement.
• Collaborating with other departments, such as sales or marketing, to address customer needs or concerns.
• Keeping up-to-date with product knowledge, industry trends, and company policies.

• Handling Inbound and Outbound calls
• Solid understanding of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Strong customer focus.
• Ability to handle difficult or challenging situations with professionalism and empathy.