Sr. Customer Service Specialist
Job in
Baltimore, Anne Arundel County, Maryland, 21201, USA
Listed on 2026-08-31
Listing for:
Robert Half
Full Time
position Listed on 2026-08-31
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Customer Success Management, Technical Support
Job Description & How to Apply Below
Senior Customer Service Specialist
The Senior Customer Service Specialist serves as a subject matter expert within the customer service team, handling complex or escalated issues while delivering high-quality support. This role combines advanced problem-solving, customer advocacy, and mentorship responsibilities. The Senior Customer Service Specialist contributes to continuous improvement by identifying trends, supporting training efforts, and maintaining service excellence across all customer channels.
Key Responsibilities- Handle escalated customer inquiries and complaints
- Process orders, returns, or account updates
- Maintain detailed records of customer interactions
- Assist in training and mentoring new representatives
- Identify trends and recommend process improvements
- Ensure adherence to service-level agreements (SLAs)
- Serve as a point of contact for complex or high-value accounts
- Collaborate with cross-functional teams to resolve issues
- Support quality assurance and coaching initiatives
- Contribute to knowledge base and procedure documentation
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