Senior Customer Service Specialist
Employer not yet confirmed · Irving, Texas, United States
The Senior Customer Service Specialist serves as an advanced customer support resource responsible for resolving complex customer issues, supporting frontline team members, coordinating cross-functional service activities, and ensuring an exceptional customer experience. This position functions as a subject matter expert within the Customer Engagement Center while maintaining direct responsibility for customer account support and issue resolution.
Essential Duties/Responsibilities
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
- Serve as an advanced customer support resource, managing complex customer inquiries and service-related issues requiring detailed research and follow-up.
- Act as a Tier II escalation point for Customer Service Specialists, providing assistance with customer concerns, service exceptions, account discrepancies, and operational challenges.
- Coordinate with operations, transportation, equipment, sales, accounting, and other internal departments to facilitate timely and accurate resolution of customer requests.
- Investigate service failures, missed pickups, billing concerns, equipment issues, and other customer-impacting situations and work with internal stakeholders to achieve resolution.
- Process customer requests including service setup, modifications, equipment orders, account changes, and other service-related transactions.
- Monitor assigned accounts for recurring issues and communicate trends, concerns, and potential solutions to leadership.
- Support the onboarding of new customers and service transitions by coordinating activities across multiple departments.
- Provide guidance and knowledge-sharing to Customer Service Specialists regarding processes, systems, and company procedures.
- Document customer interactions, service requests, account updates, and resolutions within company systems in accordance with established procedures.
- Build and maintain positive customer relationships through professional communication, responsiveness, and effective problem resolution.
- Assist with departmental projects, process improvement initiatives, reporting activities, and system testing as assigned.
- Adhere to company policies, safety requirements, regulatory standards, and established service procedures.
- Other duties as assigned
Minimum Qualifications
- 3+ years of customer service, account management, logistics, transportation, dispatch, or related experience.
- Demonstrated success managing complex customer issues and service-related escalations.
- Experience coordinating with multiple departments to resolve customer concerns and achieve service objectives.
- Demonstrates resilience, professionalism, and adaptability when faced with changing priorities, difficult conversations, and service-related challenges.
- Proficiency using CRM, ERP, customer management, dispatch, or routing systems.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills with a demonstrated ability to build positive customer relationships.
- Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.
- Ability to identify trends, troubleshoot problems, and develop practical solutions.
Preferred Qualifications
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills with a demonstrated ability to build positive customer relationships.
- Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.
- Ability to identify trends, troubleshoot problems, and develop practical solutions.
Working Conditions and Physical Demands
- Position is based in an office environment
- Occasionally exposed to high noise levels, strong odors, varying temperatures, and biohazardous conditions.
- Occasionally travel to off-site locations is required.
- Requires prolonged sitting and movement throughout office/work locations, as well as occasional use of computers and office equipment.
- Must frequently stoop, kneel, crouch, crawl, and climb or balance.
- Must be able to communicate effectively and identify potential workplace hazards.
- Requires the ability to occasionally lift and/or move up to 25lbs.