Senior Customer Service Representative

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
• Perform complex customer support tasks
• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
• Interact with immediate team and communicate with other departments
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Assist with various application testing for enhancements & regression testing
• Interact with internal and external customers

4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Previous Customer Service experience in Equipment Finance/Leasing
• Good De-escalation skills
• Proficient in Microsoft Office Suite
• Excellent verbal, written and interpersonal skills
• Ability to meet performance objectives in Quality Assurance
• Ability to provide leadership by coaching, training and mentorship
• Sound attention to detail and accuracy skills
• Effective organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills