Senior Customer Service Representative

• Support performance of less experienced Customer Service Representatives
• Provide feedback and present ideas for improving or implementing processes and tools
• Perform complex customer support tasks
• Provide subject matter expertise and interpretation of procedures to less experienced representatives
• Interact with immediate team and communicate with other departments
• Support less experienced representatives and assist managers on handling escalated inquiries or complaints
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Interact with internal and external customers

• 4+ years of Customer Service, Financial Services or Contact Center experience
• Customer service focus with ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions
• Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
• Ability to interact effectively with internal and external partners and clients/customers
• Intermediate Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
• Ability to navigate multiple computer systems, applications and utilize search tools to find information
• Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management
• Strong attention to detail and accuracy skills
• Excellent verbal, written, and interpersonal communication skills
• Effective organizational, multi-tasking and prioritizing skills

Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management