Senior Customer Service Representative

Job Summary

The Senior Customer Service Representative (Senior CSR) provides advanced customer support in a high-volume call center environment. In addition to handling complex customer inquiries, this role serves as an escalation point and helps ensure adherence to quality, accuracy, and performance standards. The Senior CSR contributes to process improvements, assists with training, and plays a key role in maintaining an exceptional customer experience.

Essential Duties and Responsibilities

• Respond to customer calls promptly and professionally, delivering high quality service and resolving inquiries with minimal handoff.

• Handle complex or escalated customer issues, providing thorough troubleshooting and timely resolution.

• Support team members by providing guidance, answering procedural questions, and modeling best in class service behaviors.

• Process advanced customer transactions, including refunds, adjustments, settlements, and account corrections, with accuracy and adherence to compliance standards.

• Accurately document detailed customer interactions, case notes, and transactions to ensure complete and reliable records.

• Assist with training and mentoring new hires or junior CSRs, reinforcing policies, systems navigation, and service expectations.

• Identify recurring issues or process gaps and recommend improvements to supervisors or leadership.

• Maintain full compliance with company policies, regulatory requirements, and internal procedures.

• Consistently exceed established KPIs such as first call resolution, call quality scores, and transaction accuracy.

• Participate in special projects, initiatives, or pilot programs, as assigned.

Background and Experience

• High school diploma or equivalent required.

• Minimum of 1-2 years of related customer service experience, preferably in a call center, retail, transportation, or other high volume service environment.

• Demonstrated ability to handle complex customer issues with sound judgment and professionalism.

• Strong communication, interpersonal, and problem solving skills; able to manage challenging interactions with tact and confidence.

• Proficiency with computer systems, data entry, and CRM or call center platforms.

• Must be able to work extended hours, weekends, or holidays as needed.