Customer Service Representative III

Description:

Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff. DUTIES: Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues. Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals. Contacts customers to resolve outstanding customer service issues. Assists supervisors in the continuous improvement of the customer service delivery process. Conducts customer service training for entry level staff. Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.