What are the responsibilities and job description for the Call Center - Senior Customer Service Representative position at Regional Midwest?
Call Center - Senior Customer Service Representative
Bassett Services
Schedule: Sunday – Thursday
Location:
2601 Fortune Circle East. Suite 200C. Indianapolis.
Job Overview:
Bassett Services is seeking a dedicated and customer-focused Call Center - Senior Customer Service Representative to oversee and support our call center team. This role is for experienced Customer Service Professionals who have experience finding solutions for escalated customer service issues and providing an exceptional customer experience.
The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for delivering top-tier customer service.
Work Schedule:
Availability required between 7:00 AM and 7:00 PM, Monday through Sunday.
Some flexibility may be available; however, candidates must be available for at least one weekend shift (Saturday or Sunday) each week.
Additionally, candidates must be available to work until 7:00 PM at least two evenings per week.
Key Responsibilities:
- take on escalated customer service calls and work cross-functionally to resolve customer issues.
- Conduct Quality Assurance (QA) reviews on CSR phone calls and provide feedback.
- Serve as a resource for CSRs by answering questions, providing guidance, and facilitating ongoing training.
- Participate in and contribute to daily huddle meetings to align team objectives.
- Conduct weekly one-on-one meetings with team members to review call quality and performance.
- Facilitate weekly team meetings to discuss updates, best practices, and performance improvements.
- Train and onboard new hires to ensure a smooth transition into the role.
- Present information and updates during team meetings.
- Perform additional duties as needed to support the success of the call center.
Qualifications:
- 5 years of previous experience in a call center environment, preferably in a leadership or senior role.
- Strong problem-solving skills and ability to handle customer escalations professionally.
- Excellent communication and interpersonal skills to coach and develop team members.
- Ability to multitask and work in a fast-paced environment.
- Experience with call center software and quality assurance processes is a plus.
Why Join Bassett Services?
- Supportive and collaborative team environment.
- Opportunities for professional growth and development.
- A company that values customer satisfaction and employee success.
If you are a motivated leader with a passion for customer service and team development, we encourage you to apply!
Qualifications
Who WE Are:
We are a family-owned and operated company, with a small business feel, but large business size, growth, and stability. We have hard-working teams that are dedicated to the company's continued success and are rewarded well for their contributions.
We prioritize our employees and welcome you to the family through on-going training, and unmatched rewards, like full benefits, and a 401k match. With no salary cap, your effort determines your paycheck!
If this sounds like something you would like to join for a long-term career move, apply today!
Responsibilities
What you will do:
- Call customers from prior day for quality check
- Call maintenance customers and schedule visits
- Call on customer list to offer promotions
- Follow up on reviews positive and negative
- General inbound customer service
What you bring:
- Previous customer service experience
- Strong attention to details
- Conscientious, team player
- Honesty integrity, quality craftsmanship and a good attitude
- Clear background check and drug screen