Call Center Senior Representative

Our client operates within the customer service and contact center industry, focusing on efficiently and professionally handling customer inquiries and support requests. The team addresses billing, account management, and service-related concerns through inbound communication channels while emphasizing policy adherence, quality standards, and positive customer relationships.

About the role

The Call Center Senior Representative serves as a primary point of contact for customers seeking assistance by telephone and email. This role provides timely and accurate support, researches and resolves customer concerns, and maintains high service standards. The position contributes to effective business operations by addressing customer needs, following established processes, and meeting quality and compliance expectations.

Responsibilities

• Respond to inbound customer calls and emails promptly and professionally.
• Address account, billing, and service-related questions and concerns.
• Identify customer needs and provide appropriate resolutions in accordance with established protocols.
• Research and resolve billing and service inquiries.
• Maintain positive customer relationships while demonstrating high ethical and professional standards.
• Assist customers with navigating applications and technology tools.
• Escalate unresolved issues according to established procedures.
• Provide guidance on first-level business processes.
• Document customer interactions with detailed and accurate notes.
• Adhere to compliance, attendance, performance, and quality standards.
• Stay engaged with team communications, updates, and process changes.
• Meet performance metrics related to availability, responsiveness, average handling time, and quality.

Requirements

• Minimum 3 years of experience in a contact center or customer service environment.
• Familiarity with contact center performance metrics, including availability, call handling, and quality assurance.
• High school diploma or GED.
• Fluency in written and verbal English.

Preferred Qualifications

• Vocational training, college coursework, or degree.
• Strong verbal communication skills with a clear and professional tone.
• Proficient computer skills and ability to work efficiently across multiple systems.
• Customer-focused mindset with the ability to deliver exceptional service in a dynamic environment.