Senior Customer Service Representative Lead
Cable ONE
Nampa, ID
November - 01.2014
- Developed customer service policies, procedures, and standards for team members to follow.
- Identified opportunities to improve customer satisfaction levels by monitoring feedback from customers.
- Monitored incoming calls, emails, and chats in order to respond promptly to customers' needs.
- Collaborated with other departments to resolve complex customer issues quickly and efficiently.
- Resolved escalated customer complaints with tact and diplomacy.
- Handled confidential information regarding customers' accounts with utmost discretion.
- Evaluated team members' performance regularly and provided constructive feedback on areas of improvement.
- Provided leadership to Customer Service Representatives and monitored their performance.
- Maintained accurate records of all interactions with customers as per company policy.
- Ensured compliance with all applicable laws, regulations, and company policies related to customer service operations.
- Developed strategies for improving overall customer experience through enhanced processes and services.
- Implemented innovative solutions for streamlining existing processes that improved operational efficiency.
- Conducted weekly training sessions for new hires in customer service techniques.
- Promoted clean, safe, friendly work environment for employees and guests.
- Routed calls from multiple sites to correct personnel and assisted with complex cases.
- Trained staff to provide excellent customer service to challenging customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
