Job Description

The Senior Customer Service representative is responsible for providing leadership and coaching a team of Customer Service Agents, with the goal of meeting program objectives and customer service level agreements.

Key Responsibilities

• Work closely with Supervisors, Site Operations Coordinator, and support staff.
• Perform regular monitoring of calls and provide coaching and feedback to customer service representative staff.
• Perform tasks to assure service level requirements are met.
• Responsible for assisting Operations Supervisors with daily tasks, such as creation of reporting, completion of logs, and monitoring of call volumes.
• Responsible for providing support to customer service representatives (CSRs) on weekends, when required.
• Act as a Point of Contact for operations when required.

Required Qualifications

• High School Diploma or GED.
• Minimum 2 years call center customer service experience.
• Minimum 1 years of customer service and team interaction experience or leadership experience.

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