Sr. Customer Service Representative

Senior Customer Service Representative

We are looking for an experienced Senior Customer Service Representative to join our team on a long-term contract basis. Based in Irvine, California, this role involves coaching, training, and supporting customer service teams to achieve excellence in performance and customer satisfaction. The ideal candidate is passionate about fostering growth and enhancing service quality.

Responsibilities:

• Evaluate and monitor customer service calls to ensure compliance, accuracy, and exceptional customer experiences.
• Provide timely feedback and coaching to improve team performance in sales and service.
• Develop and facilitate dynamic training programs, workshops, and interactive role-playing sessions.
• Partner with leadership to identify key training areas and implement improvement strategies.
• Analyze performance metrics and trends, delivering actionable insights to management.
• Cultivate a positive team environment that encourages growth and motivation.
• Ensure adherence to organizational standards and customer service best practices.
• Stay updated on industry trends and apply them to enhance training processes.
• Collaborate with cross-functional teams to optimize customer service operations.

Requirements:

• At least 1 year of experience in call coaching, training, or sales enablement.
• Proficiency in facilitating engaging presentations and workshops.
• Strong communication and interpersonal skills with the ability to inspire teams.
• Organized and adaptable, with a data-driven approach to performance improvement.
• Familiarity with customer service tools such as Windows PC and TRICARE systems.
• Demonstrated ability to deliver superior customer service in a call center environment.
• Experience in consumer lending, financial services, or related industries is a plus.
• Passion for continuous improvement and fostering team success.