Sr. Customer Relations Sp

The Sr. Customer Relations Specialist is responsible for providing guidance, direction, leadership, and assistance to the team of Customer Relations Specialist in achieving departmental quantitative and qualitative goals and delivering exceptional customer service. This individual responds to guest complaints and inquiries in an expedient manner and with the highest degree of courtesy and professionalism; strives for one contact resolution; and delivers high-touch customer service in a contact center environment.

The individual in this role will develop a strong command of the company’s customer service policies and Fine Jewelry product knowledge that can be critical for offering quick and accurate assistance to customers. The individual in this role is the first point of escalation for the Customer Relations team and is responsible for further escalating unresolved customer cases or issues to the Customer Service Manager, when necessary.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Responding timely and resolving unique or complex customer calls, emails, and letter requests regarding product problems, services, or general questions with a high level of professionalism impacting the company’s bottom line by problem solving and turning frustrated clients into repeat customers
• Communicating timely with cruise line partners, multiple internal and external partners, and customers, to expedite resolution to customer purchase matters
• Examining appraisals, sales receipts and correspondence to determine validity of a claim and next course of action
• Opening and updating customer claim information in the CMS and logs during and after each communication
• Controling end to end case management and providing customers with status updates
• Fulfilling the individual qualitative and quantitative level of the service objectives
• Serving as the first point of escalation to the Customer Relations Specialist team
• Initiating the escalation process for unresolved customer cases or issues
• Preparing and publishing various CMS reports of open/closed claims, utilize report to manage claims
• Updating the Management team with production, workflow, project status, and concerns
• Planning and distributing the Customer Relations team workload accordingly to meet level of service targets
• Assist in providing day-to-day leadership and leading the team to success in achieving goals
• Assist in providing two-way feedback to motivate high performance and productive environment
• Facilitating communication among team members
• Perform QA audits of quality and timeliness of responses and resolution to guest requests
• Developing, improving, and updating, workflow procedures to enhance team efficiency
• Logging and processing customer returns; shipping merchandise to passengers, or vendors as necessary
• Participating in Physical Inventories as scheduled
• Working with the management team to stay up to date on product knowledge and company policies
• Assist in the selection and development of the customer service representatives
• Performing other related duties as assigned

QUALIFICATIONS:

Education and Experience:

• Proficient and experienced in using CMS systems, advanced MS Outlook, Excel, Word, Power Point,and system skills are essential
• Minimum 3 years administrative/office experience in a fast-paced environment
• Minimum 3 years after-sales retail Contact Center experience in a lead role in a fast-paced customer focused environment
• Experience in performing QA call center audits and providing feedback
• Accurately perform data entry of text and numeric information at rate of at least 35 wpm from spoken and printed sources
• Mathematical skills, the ability to add, subtract, multiply, and divide whole numbers, fractions, and decimals
• Prior…