Customer Service Representative II

The Customer Service Representative II oversees daily operations across multiple service channels, managing complex cases, escalations, and documentation. Their key responsibilities include monitoring queue health, prioritizing tasks, assessing issues within policy guidelines, and escalating with proper documentation. They ensure accurate, compliant records for audit readiness and collaborate with operations, IT, and logistics teams to resolve service disruptions. Additionally, they prepare status summaries for management, highlighting exceptions and recommended actions to impact KPIs. Qualifications include a bachelor's degree in business administration, procurement, operations, or related fields, with less than two years of experience in account onboarding, procurement, or service workflow coordination. The role requires strategic thinking, attention to detail, multitasking, excellent communication skills, high computer literacy, and a solution-oriented mindset. PMP certification is preferred.