Lead Customer Service Representative
AAA Northeast
Utica, NY
11/07/11 - Current
- Participated in cross functional meetings to discuss upcoming initiatives related to customer service.
- Answered customers' questions and addressed complaints by phone to immediately rectify issues.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Strengthened customer retention by offering discount options.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided guidance and support to customer service representatives.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.