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Robert Half Logo Robert Half · Customer Service

Senior Customer Service Specialist

United States, Baltimore Employment contract · Job Posted April 23, 2026
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Job Description

The Senior Customer Service Specialist is responsible for delivering high-level customer support by managing complex inquiries, resolving escalated issues, and ensuring a consistently positive customer experience. This role requires strong analytical and problem-solving abilities to identify root causes and implement effective solutions. In addition to direct customer interaction, the Senior Specialist plays a key role in mentoring team members, improving service processes, and collaborating across departments to address systemic concerns.

Job Responsibility

  • Handle complex customer inquiries via phone, email, or chat
  • Resolve escalated issues and provide timely, effective solutions
  • Analyze customer concerns and identify trends or root causes
  • Monitor performance metrics and recommend service improvements
  • Maintain accurate and detailed customer records

Requirements

  • Advanced communication and conflict resolution skills
  • Strong analytical and customer-focused mindset
  • Experience with CRM platforms such as Salesforce, Zendesk, or HubSpot
  • Familiarity with reporting tools, including Microsoft Excel

What we offer

  • Medical, vision, dental, and life and disability insurance
  • 401(k) plan
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