Job Description

Job Summary

As 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 Responsibilities

1. Customer Support

• Resolve 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.

1. Process Optimization

• Analyze 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.

1. Leadership & Mentorship

• Train and mentor junior customer service representatives.
• Lead weekly team huddles to share best practices and updates.

1. Reporting & Insights

• Track KPIs (response time, resolution rate) and generate weekly performance reports.
• Use CRM tools (e.g., Salesforce, Zendesk) to monitor customer trends.

1. Retention & Loyalty

• Proactively engage high-value clients to reduce churn and upsell services.

Qualifications

Education & Experience

• Required :
• 3–5 years of customer service experience, including 1–2 years in a senior/mentorship role.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot).
• Preferred :
• Bachelor’s degree in Business, Communications, or related field.
• Certification in customer service (e.g., COPC, CCSP).

Skills

• Expert-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 & Benefits : Health/dental insurance, 401(k) match, and PTO.
• Career Growth : Pathway to Customer Service Manager roles.
• Hybrid Work : 3 days in-office (NYC), 2 days remote.
• Perks : Commuter benefits, wellness programs, and team events.

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