About this role
We are looking for an experienced, autonomous, and tech-savvy Customer Service Representative to champion our customer experience. In this role, you will act as a primary advocate for our highest-value accounts and a critical anchor for our team. We need someone who thrives in a fast-paced environment and excels at navigating complex technical requests, multi-channel queues, and regulatory requirements.
As a Level II representative, you will handle advanced problem-solving, manage end-to-end order processing, and serve as a cross-functional coordinator. You will also step into a leadership mentality by helping elevate the rest of the team.
Daily Responsibilities Include:
- Advanced Order Administration: Validating and processing high-volume, multi-channel requests (phone, email, and digital chat) for complex new orders, custom quotes, samples, and pricing adjustments.
- Compliance Guidance: Assisting customers in the thorough completion of specialized local, state, and federal forms required for proper transaction recording.
- Complex Problem Resolution: Independently investigating root causes of customer friction, troubleshooting sophisticated billing/credit issues, and offering foundational product design recommendations.
- Cross-Department Coordination: Collaborating directly with internal departments to gather technical specifications or resolve systemic issues on behalf of the customer.
- Peer Mentorship: Taking an active role in orienting, training, and mentoring incoming customer service representatives to support team goals.
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