Customer Service Representative Job at Robert Half (Decatur)

Job Responsibility

Lead, coach, and develop a customer service team to achieve performance and service goals
Oversee daily customer support operations across phone, email, chat, and other service channels
Monitor customer interactions to ensure quality, professionalism, and timely issue resolution
Analyze service metrics, customer feedback, and team performance to identify trends and improvement opportunities
Establish and enforce customer service policies, procedures, and best practices
Handle escalated customer concerns and resolve complex service issues effectively
Partner with cross-functional teams to improve the customer journey and address recurring problems
Develop staffing plans, schedules, and workflows to maintain service levels
Train team members on systems, products, communication standards, and service expectations
Prepare reports and present insights on customer satisfaction, service efficiency, and operational performance
Support continuous improvement initiatives to enhance processes, retention, and service quality

5+ years of customer service experience, including leadership or management responsibility
Strong leadership, team-building, and employee development skills
Excellent verbal and written communication skills
Proven ability to manage escalations and resolve customer issues with professionalism
Experience using CRM and customer support platforms
Strong analytical and problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment