Customer Service Specialist

Job SummaryAs a Mid-Senior Customer Service Specialist, you will handle escalated customer inquiries, mentor junior team members, and drive process improvements to enhance customer satisfaction. You'll leverage your expertise to retain high-value clients and contribute to strategic initiatives that align with business goals.Key ResponsibilitiesCustomer SupportResolve complex customer issues via phone, email, and live chat (e.g., billing disputes, technical troubleshooting).Manage escalations from junior agents and ensure timely resolution.Maintain a 90%+ customer satisfaction (CSAT) score.Process OptimizationAnalyze recurring customer pain points and propose solutions to reduce ticket volume by 20%.Collaborate with cross-functional teams (Sales, Product, IT) to improve service workflows.Leadership & MentorshipTrain and mentor junior customer service representatives.Lead weekly team huddles to share best practices and updates.Reporting & InsightsTrack KPIs (response time, resolution rate) and generate weekly performance reports.Use CRM tools (e.g., Salesforce, Zendesk) to monitor customer trends.Retention & LoyaltyProactively engage high-value clients to reduce churn and upsell services.QualificationsEducation & ExperienceRequired3-5 years of customer service experience, including 1-2 years in a senior/mentorship role.Proficiency in CRM platforms (e.g., Salesforce, HubSpot).PreferredBachelor's degree in Business, Communications, or related field.Certification in customer service (e.g., COPC, CCSP).SkillsExpert-level conflict resolution and de-escalation techniques.Strong analytical skills to interpret customer data and trends.Advanced knowledge of Microsoft Office/Google Workspace.Bilingual in Spanish or another language (a plus for NYC's diverse clientele).Why Join Us?Competitive Salary & BenefitsHealth/dental insurance, 401(k) match, and PTO.Career GrowthPathway to Customer Service Manager roles.Hybrid Work3 days in-office (NYC), 2 days remote.PerksCommuter benefits, wellness programs, and team events.

Created: 2025-02-19