Customer Service Representative IV

Summary
The Customer Service Representative IV is a senior member of the CSR team, acting as a liaison between our clients and our network of vendors by managing all our clients' repair and maintenance needs within our technology platform, One by SMS Assist and supporting more junior members of the team. The Senior CSR also provides support to the Team Lead, assisting with reporting, escalations, project work, and leadership coverage when the Team Lead is not available.
Responsibilities
• Develop and maintain positive client relations as required to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments
• Manage the scheduling and completion of all services assigned by customers; many of the services a Senior CSR will handle will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved}
• Act as final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
• May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• Assist in training team members and provides constructive feedback as necessary
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned
Professional Skills
• Customer Service - EXPERT
• Verbal Communication - ADVANCED
• Written Communication - PROFICIENT
• Teamwork - ADVANCED
• Relationships - PROFICIENT
• Organizational Awareness - PROFICIENT
• Learning Agility - PROFICIENT
• Problem Solving - ADVANCED
• Process Orientation - ADVANCED
• Prioritization - ADVANCED
Role Specific Skills
• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential
Qualifications
Minimum Qualifications
• High school diploma required
• 4+ years of customer service experience preferred
• Preferred experience as a CSR III
• Basic troubleshooting knowledge and ability to articulate
• Ability to communicate industry language
Other Relevant Qualifications
• Undergraduate degree / internship preferred
• Intellectual agility and adaptability
• Property maintenance experience
• Trades knowledge
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.