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
• 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

• Customer service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions
• 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
• Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective
• Strong attention to detail and accuracy skills
• Excellent verbal, written, and interpersonal communication skills
• Effective organizational, multi-tasking, and prioritizing skills
• 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

Relocation assistance is not available for this position