Sr. Customer Service Representative

Description

We are looking for an experienced Sr. Customer Service Representative to join our team in Minneapolis, Minnesota. In this role, you will provide outstanding support to residents, businesses, and visitors by delivering accurate information and handling service requests efficiently. You will act as a crucial resource for both our clients and our team. In this higher-level role, you'll handle an advanced and diverse set of customer inquiries on products, services, and processes-serving as an escalation point and a subject-matter expert for colleagues.

Your strong communication, problem-solving skills, and technical flexibility will ensure a seamless service experience for a wide range of demographics.

Key Responsibilities:

+ Respond to escalated or complex customer inquiries via phone, email, chat, and in-person channels.

+ Provide expert advice and tailored solutions for a broad range of issues, demonstrating thorough knowledge of our products, services, policies, and the specific needs of the Minneapolis community.

+ Utilize CRM systems, online resources, and emerging technology (including AI tools) to efficiently resolve customer issues.

+ Handle difficult situations and resolve complaints, aiming to deliver a positive customer outcome.

+ Collaborate with internal teams to improve customer experience, identify process improvement opportunities, and ensure the highest quality of service.

+ Maintain accurate and detailed records of customer interactions in accordance with regulatory and privacy guidelines.

Requirements

Requirements:

+ 3+ years of experience in customer service, preferably in a senior or lead capacity.

+ Demonstrated ability to handle complex, high-volume inquiries with professionalism and empathy.

+ Proficiency in CRM software and digital communication tools; experience utilizing AI-driven or analytics tools is a plus.

+ Excellent verbal and written communication skills.

+ Strong problem-solving abilities, with proven conflict-resolution and de-escalation experience.

+ Knowledge of the Minneapolis/St. Paul area and experience serving a diverse urban customer base preferred.

+ Adaptable, tech-savvy, and eager to mentor others.

+ High school diploma required; additional education or relevant certifications are a plus.

Talent Match®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ()  and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit  for more information.

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