11 Sr. Customer Service Specialist Jobs in Indianapolis, IN
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Sr. Customer Service Specialist
$53k-68k (estimate)
Full Time | Business Services
11 Months Ago
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SEAM Group is Hiring a Sr. Customer Service Specialist Near Indianapolis, IN
About SEAM Group:
SEAM Group is an innovative global leader in safety, reliability, and maintenance services. Our focus and dedication to creating a safer, more reliable world has earned us top recognition as award winners for both Inc 5000 and NorthCoast 99. By emphasizing values such as teamwork, trust, respect, and support, we have built an unparalleled people-first culture. Through leveraging innovative technologies and a commitment to excellence, we combine our employees’ unique talents and individualities to build the best solutions both within our organization and for our customers.
About Our Role:
Our Sr. Customer Service Specialist is responsible for providing exemplary customer service to our national network of vendors and customers, adhering to SLAs, and dispatching and completing work orders within the allotted timeframe. In addition to working directly with external vendors to provide quality service and ensure the needs of SEAM Group customers are met, the Sr. Customer Service Specialist also works closely with our Customer Service Managers to provide mentorship and general guidance to junior Customer Service Specialists.
*This is a hybrid role based in Indianapolis, IN. You will primarily work from home with the occasional in-office workdays. SEAM Group is located on the Northwest side of Indianapolis.
As our Sr. Customer Service Specialist, you will:
- Receive customer requests for service in a professional manner, obtaining detailed information to efficiently dispatch, schedule, and manage assigned service calls or projects
- Assess the service needs of customers, understanding detailed scope of work requested and connect them with the correct provider
- Work collectively as a team with CSMs and other CSSs to ensure all members of the Installation & Repair team understand the needs of the customer and the necessary steps of the project are being met to ensure total satisfaction
- Create and maintain a directory of service providers and vendor resources; source new vendors as needed to eliminate possibility of gaps in service
- Meet or exceed established customer service levels (SLAs)
- Ensure newly established vendors meet minimum profitability margin rates prior to establishment
- Update vendor profiles as needed. Updates may include but are not limited to point of contact, address or phone number changes, rates, certificates of insurance, direct deposit forms, and W9 forms
- Maintain service inbox daily responding to any assigned vendor or customer communications
- Maintain documents inbox daily pulling invoice, sign-off paperwork, or photos related to work orders or insurance certificates W9s, or any other new hire documents for vendors
- Keep accurate notes and data in system to ensure customer processes and protocols are accurately captured, and service dates and completion details are recorded
- Meet minimum requirements of phone and response time to ensure efficient feedback for customers
- Assess customer issues and provide recommendations to solve identified problems; escalate issues as necessary to the appropriate individual(s)
- Maintain good rapport with service providers and customer to keep customer base satisfied
- Proactively target markets that need additional contractor/electrician vendors
- Sell established contractor rates and minimum SEAM Group standards to customers
In this senior-level role, you will also:
- Provide mentorship and guidance to junior Customer Service Specialists
- Act as lead trainer for Customer Service Specialists, including training new hires.
- Lead Customer Service Specialist meetings, including escalating wins and opportunities to your direct manager
- Coordinate with department leads and Operations Manager to develop and enhance position-related reference guides and training materials
- Work your direct manager to enhance the team’s ability to meet and deliver customer SLAs
- Sit in on key customer-facing meetings to gain a better understanding of our relationship and responsibilities with the customer
- Perform other duties as assigned
Qualified Sr. Customer Service Specialists will have the following knowledge, skills, and abilities:
- Professional, upbeat demeanor and personal satisfaction in providing excellent customer service
- Excellent customer service and problem-solving skills
- Ability to sell our company to new vendors and the confidence to negotiate when applicable
- Ability to read and understand reports, scopes of work, and spreadsheets
- Ability to work well under deadlines and to multitask
- Ability to build partnerships and good relationships with service providers and customers
- Excellent verbal and written communication skills
- Excellent critical thinking and problem-solving skills
- Previous administrative experience preferred, with a focus on strong organizational skills
- Proficient skills in Microsoft Office, including Outlook, Word, and Excel
Sr. Customer Service Specialists will have the following education and experience:
- High School Diploma or GED required
- 2-4 years of industry experience or a related customer service experience required
- Experience operating in a high volume inbound/outbound service/call center experience preferred
- Demonstrated success in a customer-facing position; call center, or inside sales experience is a plus
In this role, you can expect the following physical demands:
- Ability to handle high volume telephone calls and the willingness to be on-call based on a rotating schedule Ability to sit for extended periods of time and to move intermittently throughout the workday.
- Strong sensory skills, such as good eyesight, good hearing, and dexterity.
- Good speaking and listening skills.
- Ability to perform focused work with close attention to detail.
- Ability to operate office equipment, including computers, copiers, fax machines, and phones.
- Ability to interact with others, both in person and through phone, e-mail, and written correspondence.
SEAM Group is an equal opportunity employer and is dedicated to diversity and inclusion in our workforce. All employment decisions are made based on qualifications, merit, and business need. EEO/M/F/D/V. SEAM Group is an e-verify employer. Qualified candidates for this role must be authorized to work in the U.S. Currently, SEAM Group does not sponsor work visas.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Business Services
SALARY
$53k-68k (estimate)
POST DATE
05/18/2023
EXPIRATION DATE
06/09/2023
WEBSITE
theseam.com
HEADQUARTERS
MEMPHIS, TN
SIZE
50 - 100
FOUNDED
2000
TYPE
Private
CEO
PHILLIP C BURNETT
REVENUE
$10M - $50M
INDUSTRY
Business Services
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