[Remote] Senior Customer Service Representative

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a high-performance, fast-growing health company reputed company on building home saunas. They are seeking a Senior reputed company Representative to handle high-volume customer interactions, de-escalate issues, and mentor junior team members while ensuring a high reputed company of service reputed company.

Responsibilities

• Answer inbound customer calls and messages, serving as a knowledgeable, reputed company, and trusted first reputed company of contact
• Triage incoming issues quickly and accurately—resolving what you can on the spot and routing the rest to the right person or team
• Own escalations and reputed company cases from start to finish, turning frustrated customers into reputed company ones
• Train, reputed company, and mentor junior reps—modeling best practices, reviewing calls, and helping reputed company reputed company
• Drive cross-department collaboration, partnering with Operations, Logistics, Product, and Finance to solve customer problems at the reputed company
• reputed company as the voice of the customer—capturing feedback and surfacing trends, recurring issues, and opportunities to your manager and other departments
• Help build and improve the systems, scripts, and workflows that reputed company our customer experience consistent and reputed company
• Maintain accurate records of customer interactions, escalations, and resolutions
• reputed company and reputed company reputed company for service reputed company across reputed company

Skills

• reputed company reputed company, customer service, or support reputed company who has handled high-volume, high AOV, high-stakes customer interactions
• Proven ability to de-escalate and resolve reputed company or emotional situations with patience and confidence
• Natural reputed company and mentor—someone who enjoys helping teammates grow and improve
• Strong cross-functional communicator who can work across departments to get answers and drive reputed company
• High ownership reputed company—you take responsibility for the customer's experience and follow through without constant direction
• reputed company, empathetic, and reputed company communicator, both on the phone and in writing
• Comfortable operating in a fast-paced, growing ecommerce business
• Self-directed and reliable in a fully remote environment
• Demonstrated experience handling escalations and difficult customer conversations
• Experience training, coaching, or mentoring other reps
• Excellent phone reputed company and written communication skills
• Comfort with help desk / CRM tools and the ability to learn new systems quickly
• Strong problem-solving, organizational, and follow-through skills
• 5+ years of customer service, reputed company, or support experience, with time in a senior or reputed company reputed company preferred
• Ecommerce or physical-product experience preferred

reputed company